Call Center Training and Quality Manager

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Position: Call Center Training & Quality Manager

We’re looking for an experienced professional to lead our training and quality teams and ensure the highest performance standards across our call center operations.

Responsibilities:

Develop and deliver training programs for both new hires and existing agents.

Conduct needs assessments and identify skill gaps.

Design materials and sessions covering communication, product knowledge, and customer handling.

Supervise QA processes and ensure compliance with company and client standards.

Monitor evaluation reports, analyze results, and provide coaching for performance improvement.

Collaborate with Operations and HR to align training & quality goals with business objectives.

Prepare performance dashboards and present regular reports to management.

Lead and motivate the Training & Quality team to meet department KPIs.

Requirements:
- English level: C1
- Experience: 2–3 years in a similar role (preferably in Debt Settlement)
- Location: Mohandessin
- Shift: Fixed Night Shift (4 PM – 1 AM)
- Days off: Saturday & Sunday
- Salary: 28K EGP Net

Job Type: Full-time

Pay: E£28,000.00 per month