Quality Assurance Specialist - Customer Service

About Amanleek:

Amanleek is an innovative insurance service provider located in New Cairo. Our mission is to simplify insurance services and make them more accessible for a wider base of individual and business customers. We leverage transparency, trust, and innovation to deliver an enhanced experience for our clients and meet the evolving needs of the insurance market through tech-based solutions and product innovation.

About the Role:

We are looking for a motivated and detail-oriented Quality Assurance Specialist to join our team.In this role, you will play a key part in maintaining and enhancing service quality and customer experience across the organization. You will be responsible for monitoring performance, identifying gaps, and ensuring adherence to quality standards, while working closely with different teams to drive continuous improvement.

Duties & Responsibilities

• Monitor inbound and outbound calls and interactions to evaluate service quality and compliance with standards
  
• Conduct quality assessments and provide structured, actionable feedback to teams
  
• Prepare and analyze performance and quality reports , highlighting trends and areas for improvement
  
• Perform verification calls with clients to ensure service accuracy and customer satisfaction
  
• Collect, analyze, and report on customer feedback to identify insights and improvement opportunities
  
• Ensure adherence to quality policies, processes, and service standards
  
• Collaborate with team leaders and stakeholders to address performance gaps and improve service delivery
  
• Support and contribute to training and calibration sessions to enhance team performance and evaluation consistency
  
• Continuously identify opportunities to improve processes and customer experience
  
  
  
  

Requirements

• Bachelor’s degree in Business Administration or a related field.
  
• 1 –3 years of experience (internships or coursework in QA, insurance, or customer service roles).
  
• Strong attention to detail and accuracy with eagerness to continuously learn QA practices.
  
• Clear and constructive communication skills with patience and professionalism when dealing with clients and colleagues.
  
• Integrity and confidentiality in handling all cases.
  
• Good skills in Microsoft Office programs.
  
• Analytical mindset with problem-solving skills.
  
  
  
  

Benefits

• A great opportunity to start your career in Quality Assurance within the insurance sector.
  
• Working with ownership & growth, You’ll have real responsibility, the space to take initiative, and support to grow your skills in a supportive and collaborative work environment.
  
• Exposure to both customer-facing and back-office operations.