Quality Assurance Specialist

Trevolution / Egypt, Cairo

Responsibilities:

  • Assist in optimizing business/agents’ productivity and performance through QA initiatives and programs.
  • Streamline QA processes and workflow which includes calls screening and workflow Audit of Agents.
  • Organize and conduct one to one coaching sessions with agents to increase performance and promote a work-friendly atmosphere.
  • Achieve operational efficiency through the utilization of QA resources to boost business potential/revenue.
  • Ensure sustainability/business continuity through proactive measures in loss prevention and productivity/performance/attendance control.
  • Partner and coordinate with supervisors and Operation Manager to ensure alignment for any major decisions and actions in specific cases.
  • Communicate and  report changes in the operations and business targets.
  • Translate AR calls to EN as per the global office request.
  • Prepare QA reports.
  • Provide feedback to agents about any quality issues noticed.
  • Perform other tasks as assigned.

Requirements:

  • 1-3 years in a BPO/Customer service position.
  • Fluent English.
  • Must possess effective verbal and written communication skills
  • Good presentation and interpersonal skills.
  • Excellent organizational and planning skills.
  • Strong attention to detail, superior listening skills.

Compensation:

very competitive package.


With us you will:

  • Be a part of a top tier team of professionals, work on global projects that reach millions worldwide, create complex one-of-a-kind in-house products and solutions;
  • Get opportunities for professional development: learn new skills with online courses, broaden your network in local and international conferences, receive mentoring;
  • Enjoy our learning oriented culture: learn and exchange ideas in lectures and workshops led by your colleagues and team leaders;
  • Get extra benefits for your health and well-being, organised well-being lectures and workshops to promote and support self-care, arranged office yoga class, vaccination days in the office, and much more;
  • Get treated with delicacies at the office with snack days and supply of fresh fruit and delicious coffee;
  • Enjoy a variety of employee discount programs and have fun at monthly internal activities and celebrations;
  • Work from a spacious, modern, and well-equipped offices.

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