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call center training and quality specialist

Options outsourcing

Options Outsourcing is hiring! Position: Call Center Training &amp; Quality ManagerWe&rsquo;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 &amp; quality goals with business objectives.Prepare performance dashboards and present regular reports to management.Lead and motivate the Training &amp; Quality team to meet department KPIs.Requirements: - English level: C1 - Experience: 2&ndash;3 years in a similar role (preferably in Debt Settlement) - Location: Mohandessin - Shift: Fixed Night Shift (4 PM &ndash; 1 AM) - Days off: Saturday &amp; Sunday - Salary: 28K EGP NetJob Type: Full-timePay: E&pound;28,000.00 per month

Call Center Training and Quality Specialist

Options Outsourcing is hiring!Position: Call Center Training &amp; Quality ManagerWe&rsquo;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 &amp; quality goals with business objectives.Prepare performance dashboards and present regular reports to management.Lead and motivate the Training &amp; Quality team to meet department KPIs.Requirements:- English level: C1- Experience: 2&ndash;3 years in a similar role (preferably in Debt Settlement)- Location: Mohandessin- Shift: Fixed Night Shift (4 PM &ndash; 1 AM)- Days off: Saturday &amp; Sunday- Salary: 28K EGP NetJob Type: Full-timePay: E&pound;28,000.00 per monthJob Type: Full-timePay: From E&pound;28,000.00 per month

Call center Training and Quality Specialist

TaskUs

<div>
 
 Job Description
 
 
 
 
 
 About TaskUs:
 
 
 TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping its clients represent, protect and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming media, food delivery, ride-sharing, HiTech, FinTech, and HealthTech.
 
 
 The People First culture at TaskUs has enabled the company to expand its workforce to approximately 45,000 employees globally. Presently, we have a presence in twenty-three locations across twelve countries, which include the Philippines, India, and the United States.
 
 
 It started with one ridiculously good idea to create a different breed of Business Processing Outsourcing (BPO)! We at TaskUs understand that achieving growth for our partners requires a culture of constant motion, exploring new technologies, being ready to handle any challenge at a moment's notice, and mastering consistency in an ever-changing world.
 
 
 
 
 What We Offer:
 
 
 At TaskUs, we prioritize our employees' well-being by offering competitive industry salaries and comprehensive benefits packages. Our commitment to a People First culture is reflected in the various departments we have established, including Total Rewards, Wellness, HR, and Diversity. We take pride in our inclusive environment and positive impact on the community. Moreover, we actively encourage internal mobility and professional growth at all stages of an employee's career within TaskUs. Join our team today and experience firsthand our dedication to supporting People First.
 
 
 
 Subject Matter Expert (SME) - Call Center
 
 
 
 A General Operations Subject Matter Expert (SME) in a call center environment is a critical role focused on ensuring the smooth and efficient functioning of daily operations, maintaining service quality, and supporting the development of call center agents. They possess deep expertise in processes, systems, and tools, and are instrumental in resolving complex issues, driving process improvements, and fostering a culture of excellence.
 
 
 
 Responsibilities
 
 
 
 <ul>
 <li>
 Training and Support: Provide comprehensive training and ongoing support to call center team members, ensuring they have a deep understanding of operational processes, systems, and tools .
 </li>
 <li>
 Problem Resolution: Troubleshoot and resolve complex operational challenges and customer queries, identifying root causes and proposing effective solutions to minimize disruptions and ensure smooth service delivery .
 </li>
 <li>
 Process Improvement and Innovation: Drive process improvement initiatives by identifying opportunities for streamlining workflows, enhancing productivity, and optimizing performance within call center operations .
 </li>
 <li>
 Quality Assurance: Monitor and maintain service quality by regularly auditing calls, chats, or email interactions, identifying gaps, and providing constructive feedback to agents .
 </li>
 <li>
 Mentorship and Coaching: Act as a mentor and coach for call center agents, sharing knowledge and experience to upskill the team and improve overall performance .
 </li>
 <li>
 Communication: Effectively communicate with team members, stakeholders, and clients to ensure alignment on goals and foster a positive work environment .
 </li>
 <li>
 Performance Monitoring: Track and analyze team performance, providing insights and implementing strategies for continuous improvement .
 </li>
 <li>
 Documentation: Maintain and update knowledge bases, job aids, and training materials .
 </li>
 <li>
 Client Liaison: Serve as a liaison between clients and the call center team, ensuring outputs conform to client expectations and addressing discrepancies .
 </li>
 <li>
 Risk Management: Perform quality control and risk management activities to ensure operational integrity .
 
 
 </li>
 </ul>
 
 Qualifications:
 
 
 
 <ul>
 <li>
 Proven experience working in a call center environment, with a deep understanding of call center operations and functions .
 </li>
 <li>
 Strong expertise in specific areas relevant to call center operations, allowing for effective resolution of complex queries .
 </li>
 <li>
 Excellent training and coaching skills to motivate and develop employees .
 </li>
 <li>
 Exceptional verbal and written communication skills .
 </li>
 <li>
 Strong problem-solving and analytical skills .
 </li>
 <li>
 Ability to identify bottlenecks and implement measures to improve workflow efficiencies .
 </li>
 <li>
 Proficiency with relevant technology, software applications, and call center systems .
 </li>
 <li>
 Customer-focused with advanced customer service skills .
 </li>
 <li>
 Ability to remain calm and in control of situations .
 </li>
 <li>
 Bachelor's degree in a related field (e.g., Human Resources, Business Administration) is often preferred.
 
 
 </li>
 </ul>
 
 
 How We Partner To Protect You:
 
 
 TaskUs will neither solicit money from you during your application process nor require any form of payment in order to proceed with your application. Kindly ensure that you are always in communication with only authorized recruiters of TaskUs.
 
 
 
 
 DEI:
 
 
 In TaskUs we believe that innovation and higher performance are brought by people from all walks of life. We welcome applicants of different backgrounds, demographics, and circumstances. Inclusive and equitable practices are our responsibility as a business. TaskUs is committed to providing equal access to opportunities. If you need reasonable accommodations in any part of the hiring process, please let us know.
 
 
 We invite you to explore all TaskUs career opportunities and apply through the provided URL
 
 https://www.taskus.com/careers/ .
 
 
 
 TaskUs is proud to be an equal opportunity workplace and is an affirmative action employer. We celebrate and support diversity; we are committed to creating an inclusive environment for all employees. TaskUs people first culture thrives on it for the benefit of our employees, our clients, our services, and our community.
 
 
 Req Id: R_2510_14635
 
 
 Posted At: Tue Oct 21 2025 00:00:00 GMT+0000 (Coordinated Universal Time)
</div>

SME "Spanish

Btech

<div><h3 class="jobSectionHeader">Job Summary:</h3>
The Customer Operations Department Manager will oversee and lead the telesales and call center operations to achieve performance targets, optimize budgets, and ensure excellent customer experience. This role is responsible for managing teams, monitoring key performance indicators (KPIs), setting and achieving sales goals, and maintaining high operational efficiency.<h3 class="jobSectionHeader">
Key Responsibilities:</h3><ul>
<li>Leadership &amp; Management:
</li><li><ul><li>Lead, coach, and motivate telesales and call center teams to meet performance targets.
</li><li>Set clear departmental objectives, performance standards, and KPIs aligned with company goals.
</li><li>Conduct regular performance reviews and provide feedback to enhance productivity and quality.
</li></ul></li><li>Sales &amp; Target Achievement:
</li><li><ul><li>Develop and implement telesales strategies to drive revenue growth and meet monthly/quarterly targets.
</li><li>Monitor daily, weekly, and monthly sales results; analyze data to identify trends and improvement areas.
</li><li>Collaborate with the marketing and product teams to design campaigns that support sales objectives.
</li></ul></li><li>Operational Efficiency:
</li><li><ul><li>Manage department budgets, forecasting, and cost control to ensure profitability.
</li><li>Optimize workforce planning, scheduling, and resource allocation.
</li><li>Ensure adherence to operational policies, quality standards, and compliance requirements.
</li></ul></li><li>Customer Experience &amp; Quality:
</li><li><ul><li>Maintain a high standard of customer service across all touchpoints.
</li><li>Monitor call quality and customer satisfaction metrics, implementing corrective actions as needed.
</li><li>Resolve escalated customer issues promptly and effectively.
</li></ul></li><li>Reporting &amp; Analytics:
</li><li><ul><li>Prepare regular reports on department performance, sales achievements, and operational metrics.
</li><li>Present insights and recommendations to senior management to support strategic decision-making.</li>
</ul></li>
</ul>Requirements<h3 class="jobSectionHeader">
Qualifications &amp; Requirements:</h3><ul>
<li>Bachelor&rsquo;s degree in business administration, Marketing, or related field.
</li><li>7+ years of experience in telesales and call center operations, with at least 3 years in a managerial role.
</li><li>Strong analytical, leadership, and communication skills.
</li><li>Proficiency in CRM systems, call center software, and Microsoft Office Suite.
</li><li>Excellent organizational and problem-solving abilities.
</li><li>Ability to work under pressure and adapt to a fast-paced environment.</li>
</ul>
Benefits
Discover the benefits of joining B.TECH: More than just a job<ul>
<li>
Comprehensive health and life insurance.</li>
<li>Flexible work arrangements to support work-life balance.</li>
<li>Professional development and training opportunities for advancement and career growth.</li>
<li>Employee discounts and wellness programs.</li>
<li>High performance and rewarding culture.</li>
</ul>
If you're ready to take your career to the next level and contribute to the success of a thriving organization, B.TECH is the place for you.</div>

Customer Operations Department Manager

B.TECH

<div>
 
 
 Job Summary:
 
 
 
 
 The Customer Operations Department Manager will oversee and lead the telesales and call center operations to achieve performance targets, optimize budgets, and ensure excellent customer experience. This role is responsible for managing teams, monitoring key performance indicators (KPIs), setting and achieving sales goals, and maintaining high operational efficiency.
 
 
 
 
 Key Responsibilities:
 
 
 
 
 <ul>
 <li>
 Leadership &amp; Management:
 </li>
 <ul>
 <li>
 Lead, coach, and motivate telesales and call center teams to meet performance targets.
 </li>
 <li>
 Set clear departmental objectives, performance standards, and KPIs aligned with company goals.
 </li>
 <li>
 Conduct regular performance reviews and provide feedback to enhance productivity and quality.
 </li>
 </ul>
 <li>
 Sales &amp; Target Achievement:
 </li>
 <ul>
 <li>
 Develop and implement telesales strategies to drive revenue growth and meet monthly/quarterly targets.
 </li>
 <li>
 Monitor daily, weekly, and monthly sales results; analyze data to identify trends and improvement areas.
 </li>
 <li>
 Collaborate with the marketing and product teams to design campaigns that support sales objectives.
 </li>
 </ul>
 <li>
 Operational Efficiency:
 </li>
 <ul>
 <li>
 Manage department budgets, forecasting, and cost control to ensure profitability.
 </li>
 <li>
 Optimize workforce planning, scheduling, and resource allocation.
 </li>
 <li>
 Ensure adherence to operational policies, quality standards, and compliance requirements.
 </li>
 </ul>
 <li>
 Customer Experience &amp; Quality:
 </li>
 <ul>
 <li>
 Maintain a high standard of customer service across all touchpoints.
 </li>
 <li>
 Monitor call quality and customer satisfaction metrics, implementing corrective actions as needed.
 </li>
 <li>
 Resolve escalated customer issues promptly and effectively.
 </li>
 </ul>
 <li>
 Reporting &amp; Analytics:
 </li>
 <ul>
 <li>
 Prepare regular reports on department performance, sales achievements, and operational metrics.
 </li>
 <li>
 Present insights and recommendations to senior management to support strategic decision-making
 
 
 </li>
 </ul>
 </ul>
 
 Requirements
 
 
 
 
 
 Qualifications &amp; Requirements:
 
 
 
 
 <ul>
 <li>
 Bachelor's degree in business administration, Marketing, or related field.
 </li>
 <li>
 7+ years of experience in telesales and call center operations, with at least 3 years in a managerial role.
 </li>
 <li>
 Strong analytical, leadership, and communication skills.
 </li>
 <li>
 Proficiency in CRM systems, call center software, and Microsoft Office Suite.
 </li>
 <li>
 Excellent organizational and problem-solving abilities.
 </li>
 <li>
 Ability to work under pressure and adapt to a fast-paced environment
 
 
 </li>
 </ul>
 
 Benefits
 
 
 
 
 Discover the benefits of joining B.TECH: More than just a job
 
 
 
 <ul>
 <li>
 Comprehensive health and life insurance
 </li>
 <li>
 Flexible work arrangements to support work-life balance
 </li>
 <li>
 Professional development and training opportunities for advancement and career growth
 </li>
 <li>
 Employee discounts and wellness programs
 </li>
 <li>
 High performance and rewarding culture
 
 
 </li>
 </ul>
 If you're ready to take your career to the next level and contribute to the success of a thriving organization, B.TECH is the place for you.
</div>

Confidential Careers

<div>
 
 
 Job Title:
 
 Data Analyst Specialist
 
 
 
 Department:
 
 Customer Experience / Quality
 
 
 
 Location:
 
 Dokki
 
 
 
 
 
 
 Job Summary:
 
 
 
 The
 
 Data Analyst Specialist
 
 is responsible for analyzing customer data, service tickets, and survey results to identify trends and opportunities for improvement. This role supports decision-making by providing actionable insights that enhance customer engagement, service quality, and overall operational performance.
 
 
 
 Key Responsibilities:
 
 
 <ul>
 <li>
 Analyze
 
 customer tickets, feedback, and survey data
 
 to identify patterns, root causes, and improvement opportunities.
 </li>
 <li>
 Prepare and maintain
 
 performance dashboards and KPI reports
 
 using advanced Excel tools and functions.
 </li>
 <li>
 Support
 
 customer experience initiatives
 
 by providing analytical insights and recommendations.
 </li>
 <li>
 Track
 
 customer engagement and service quality metrics
 
 to evaluate performance and ensure alignment with company goals.
 </li>
 <li>
 Design and execute
 
 surveys and data collection tools
 
 to measure satisfaction and process efficiency.
 </li>
 <li>
 Collaborate with cross-functional teams (Operations, Quality, and Customer Experience) to drive
 
 continuous improvement initiatives
 
 .
 </li>
 <li>
 Ensure accuracy, consistency, and confidentiality of all data and reports.
 </li>
 </ul>
 
 
 
 
 
 Qualifications &amp; Requirements:
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree in
 
 Business Analytics, Statistics, Economics, or a related field
 
 .
 </li>
 <li>
 
 1&ndash;3 years of experience
 
 as a Data Analyst or in a similar analytical role.
 </li>
 <li>
 
 Expert-level proficiency in Microsoft Excel
 
 (Pivot Tables, Power Query, Power Pivot, advanced formulas, and data visualization).
 </li>
 <li>
 Knowledge of
 
 Six Sigma methodologies
 
 or other analytical tools is preferred.
 </li>
 <li>
 Strong analytical and problem-solving skills with attention to detail.
 </li>
 <li>
 Excellent communication and presentation skills.
 </li>
 <li>
 Ability to manage multiple priorities and meet deadlines.
 </li>
 </ul>
 
 
 
 
 
 Preferred Skills:
 
 
 <ul>
 <li>
 Experience working in
 
 customer experience or call center analytics
 
 .
 </li>
 <li>
 Familiarity with
 
 data visualization tools
 
 (e.g., Power BI, Tableau) is an advantage.
 </li>
 <li>
 Strong understanding of
 
 customer satisfaction metrics
 
 and process improvement concepts.
 </li>
 </ul>
 
 
</div>

Data Analyst Specialist

<div>Job Summary
The WFM Specialist is responsible for forecasting, scheduling, and real-time monitoring of workforce resources to ensure optimal staffing levels and service delivery. This role supports operational efficiency by analyzing trends, managing schedules, and collaborating with cross-functional teams to meet performance targets.
Key Responsibilities Forecasting &amp; Planning<ul>
<li>
Analyze historical data and trends to create accurate short- and long-term forecasts for call volumes, staffing needs, and workload.</li>
<li>Collaborate with operations and HR to plan headcount requirements based on business needs and seasonal fluctuations.</li>
</ul>
Scheduling &amp; Optimization<ul>
<li>
Develop and maintain agent schedules to ensure adequate coverage across shifts and channels.</li>
<li>Optimize shift patterns and breaks to balance service levels, productivity, and employee satisfaction.</li>
<li>Coordinate time-off requests, shift swaps, and schedule changes in alignment with business rules.</li>
</ul>
Real-Time Monitoring<ul>
<li>
Monitor intraday performance and staffing levels to identify gaps or overages.</li>
<li>Adjust schedules and reallocate resources in real time to maintain service level agreements (SLAs).</li>
<li>Communicate with team leaders and supervisors to resolve attendance or adherence issues.</li>
</ul>
Reporting &amp; Analysis<ul>
<li>
Generate daily, weekly, and monthly reports on staffing, adherence, occupancy, and performance metrics.</li>
<li>Provide actionable insights to improve forecasting accuracy and operational efficiency.</li>
<li>Support post-mortem analysis of staffing-related issues and recommend improvements.</li>
</ul>
Collaboration &amp; Support<ul>
<li>
Work closely with HR, Training, and Operations to support hiring, onboarding, and ramp-up planning.</li>
<li>Participate in WFM system updates, testing, and process improvements.</li>
<li>Train new team members on WFM tools and procedures as needed.</li>
</ul>
Requirements<ul>
<li>
Bachelor's degree in any field</li>
<li>&#65279;&#65279;1+ years of experience in WFM within a call center</li>
<li>&#65279;&#65279;Analytical thinker with attention to detail</li>
<li>&#65279;&#65279;Excellent communication and coordination skills</li>
</ul>
Benefits<ul>
<li>
Bonus for top achievers up to 3k</li>
<li>Referral program up to 2k</li>
<li>Social and Medical insurance</li>
<li>annual bonus</li>
</ul>
Why Work With Us?<ul>
<li>
&#65279;&#65279;Join a fast-growing, tech-driven company</li>
<li>&#65279;&#65279;Work in a flexible and innovative environment</li>
<li>&#65279;&#65279;Opportunities for growth in workforce operations Requirements:</li></ul></div>

Workforce Planning & Real-Time Specialist

Explore 3611+ Call center training and quality specialist in Egypt this November. Find roles across top companies and apply now to boost your career.

3611 call center training and quality specialist jobs IN Egypt

Call Center Training and Quality Specialist

Call center Training and Quality Specialist

SME "Spanish

Customer Operations Department Manager

Customer Operations Department Manager

Data Analyst Specialist

Workforce Planning & Real-Time Specialist