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customer account specialist

quality assurance analyst customer service

<div>
 
 Position Overview
 
 
 The Quality Assurance Analyst is responsible for evaluating transactions between Operations Customer Experts (OCEs) and Customers (Voice, Email, Chat, Click-to-Call, social media or other channels) to identify and suggest opportunities for improvement within the project's processes in order to help TP meet our client&rsquo;s expectations and increase our end user&rsquo;s, OCEs and client&rsquo;s satisfaction.
 
 
 
 
 
 
 
 
 Key Responsibilities
 
 
 
 
 <ul>
 <li>
 Maintain independence and objectivity while evaluating and assessing OCEs quality performance.
 </li>
 <li>
 Ensuring independence in Quality Assurance (QA) evaluations of Operations CustomerExperts (OCEs) is crucial to maintaining fairness, accuracy, and credibility.
 </li>
 <li>
 Independence means that QA analysts evaluate OCE performance objectively, free from personal biases or external influences.
 </li>
 <li>
 Calibration Sessions: Regularly conduct calibration meetings to align evaluators and ensure consistent interpretation and application of evaluation criteria.
 </li>
 <li>
 Detailed Evaluations: QA analysts must clearly document the rationale for each score, providing specific evidence from the call or interaction to support their assessments.
 </li>
 <li>
 Spot Checks on Supervisor Evaluations: Conduct periodic spot checks on evaluations performed by Operations Supervisors to verify accuracy, consistency, and adherence to established QA guidelines. This helps identify and correct potential biases or discrepancies in their assessments.
 </li>
 <li>
 Findings/identification that allow the improvement of OCEs - Operations CustomerExperts and operational results.
 </li>
 </ul>
 
 
 
 <ul>
 <li>
 Identify risks in the projects and suggest ways of internal control to mitigate the associated risks.
 </li>
 <li>
 Identify potential fraud and security-related issues: short calls, authentication, tools, sales, referrals.
 </li>
 <li>
 Provide valuable information about the project to the Quality Assurance Assistance Manager.
 </li>
 <li>
 Deliver productivity.
 </li>
 <li>
 Identify training needs.
 </li>
 <li>
 Reporting of nonconforming situations; End Customers support through calls (inbound and outbound) and other channels (chat, email, click to call, back office...).
 </li>
 <li>
 Interaction with other departments in order to improve or maximize results.
 </li>
 <li>
 Be an active part in the processes of continuous improvement, proposing improvement and innovations methods across the department and the company (producing fresh and imaginative ideas and solutions).
 </li>
 <li>
 Ensure all TP processes, procedures and policies are fulfilled.
 </li>
 </ul>
 
 
 
 
 
 
 
 Required Qualifications
 
 <ul>
 <li>
 Bachelor&rsquo;s degree
 </li>
 <li>
 Fluency in English.
 </li>
 <li>
 Work Experience: up to two years of experience in Contact Center.
 </li>
 </ul>
 
 
 
 
 
 
 
 Soft Skills &amp;Other Requirements
 
 
 
 
 <ul>
 <li>
 Working knowledge of Microsoft Office Suite (Excel, Word, PowerPoint).
 </li>
 <li>
 Understands contact center business and trends.
 </li>
 <li>
 Analytical skills and proactive reporting insights. Skills to be trained:
 </li>
 <li>
 Client Product Training; Use of production tools.
 </li>
 <li>
 Use of phone - email System.
 </li>
 <li>
 Use of BMS System. Competencies and specific skills:
 </li>
 <li>
 Achievement oriented.
 </li>
 <li>
 Communication skills.
 </li>
 <li>
 Customer oriented.
 </li>
 <li>
 Diversity orientation.
 </li>
 <li>
 Judgment.
 </li>
 </ul>
 
 
</div>

Quality Assurance Analyst (Customer Service)

Pipeline Gurus

<div>
 At Pipeline Gurus, our commitment to excellence is reflected in every aspect of our Sales-as-a-Service operations. To uphold our high standards, we are looking for a detail-oriented
 
 Sales Quality Assurance Analyst
 
 to join our team. In this role, you will be responsible for assessing and analyzing our sales processes and interactions to ensure that our sales representatives meet and exceed quality standards. You will provide insights and recommendations based on your analysis to enhance effectiveness, improve the customer experience, and support the growth of our clients.
 
 
 
 Key Responsibilities:
 
 
 
 <ul>
 <li>
 Conduct regular evaluations of sales calls and communications to assess adherence to established quality standards and best practices
 </li>
 <li>
 Develop and maintain a systematic review process for monitoring sales interactions, ensuring compliance with company policies and procedures
 </li>
 <li>
 Analyze data and provide feedback to sales representatives and management regarding strengths and areas for improvement
 </li>
 <li>
 Collaborate with the training team to develop targeted training programs based on identified skill gaps and quality issues
 </li>
 <li>
 Generate reports and dashboards to track quality metrics, highlighting trends and performance indicators for sales teams
 </li>
 <li>
 Identify opportunities for process improvements and contribute to the development of quality initiatives aimed at enhancing sales performance and customer satisfaction
 </li>
 <li>
 Stay updated on industry trends and changes in sales methodologies to continuously benchmark and improve quality standards
 
 
 </li>
 </ul>
 
 Requirements
 
 
 
 <ul>
 <li>
 Bachelor's degree in Business, Marketing, or a related field
 </li>
 <li>
 2+ years of experience in sales quality assurance, sales analysis, or a similar role
 </li>
 <li>
 Strong analytical skills with the ability to interpret data, generate insights, and inform decision-making
 </li>
 <li>
 Excellent attention to detail and a commitment to maintaining high-quality standards
 </li>
 <li>
 Experience with CRM systems and sales analysis tools
 </li>
 <li>
 Excellent communication skills, both written and verbal, with the ability to provide constructive feedback
 </li>
 <li>
 Ability to work collaboratively in a team-oriented environment
 </li>
 <li>
 Proactive approach to problem-solving and process improvement
 </li>
 </ul>
</div>

Sales Quality Assurance Analyst

SSC HR Solutions

<div>
 
 Job Description
 
 
 
 Job Description:
 
 
 <ul>
 <li>
 Monitor all stages of revenue generation from service delivery to billing and collection,
 
 
 </li>
 </ul>
 ensuring completeness, accuracy, and consistency.
 
 
 <ul>
 <li>
 Make regular audits and reconciliations of revenue streams to identify and resolve
 
 
 </li>
 </ul>
 discrepancies.
 
 
 <ul>
 <li>
 Ensure customer contracts are accurately reflected in billing systems
 </li>
 <li>
 Validate rate configurations and service charges against commercial agreements
 </li>
 <li>
 Design and implement controls to prevent revenue leakage and operational delays
 </li>
 <li>
 Investigate discrepancies in financial data and transactions and recommend corrective
 
 
 </li>
 </ul>
 actions.
 
 
 <ul>
 <li>
 Work with cross functional teams including Finance, IT, and Operations to improve
 
 
 </li>
 </ul>
 revenue assurance processes.
 
 
 <ul>
 <li>
 Prepare detailed reports on revenue assurance performance and key metrics
 
 
 </li>
 </ul>
 
 Requirements
 
 
 
 Skills and Qualifications:
 
 
 <ul>
 <li>
 Bachelor's degree in finance, Accounting, or related field from Recognized University
 </li>
 <li>
 Proven experience (7+ Years) as a Revenue Assurance Analyst or in a similar role in the
 
 
 </li>
 </ul>
 field of logistics or customs operations.
 
 
 <ul>
 <li>
 Strong understanding of financial principles and revenue recognition standards
 </li>
 <li>
 Proficiency in Excel and ERP systems
 </li>
 <li>
 Strong decision-making ability and strong problem-solving skills
 </li>
 <li>
 Ability to communicate complex financial information clearly and concisely
 </li>
 <li>
 Strong ability to prioritize tasks effectively
 </li>
 <li>
  Work location and model: Onsite (primarily Maadi, with possible work from Sokhna)
 </li>
 <li>
  Residential location preference: Preferably Cairo
 </li>
 <li>
 Fluency in English is a must as they will be dealing with suppliers all over the world
 </li>
 </ul>
</div>

Revenue Assurance Analyst

Almosafer

<div>
 
 
 About the company:
 
 
 
 At Almosafer (part of Seera Group), we&rsquo;re not just part of the travel industry, we&rsquo;re helping shape its future.
 
 
 As Saudi Arabia&rsquo;s leading travel company, we serve millions across every segment of the travel and tourism ecosystem.
 
 
 Rooted in our name &ldquo;Almosafer,&rdquo; meaning the traveler, we strive to make every journey seamless, personal, and purposeful. Our diverse platforms and services are built to deliver enriching experiences that reflect the spirit of Saudi Arabia and the wider region.
 
 
 We&rsquo;re united by a bold vision:
 
 
 To be the undisputed leader in travel services, fostering lasting connections and setting new benchmarks for excellence in the Kingdom and beyond.Our team across Saudi Arabia and the wider region blends deep cultural understanding with forward-thinking innovation, shaping a new standard for travel in the region.
 
 
 
 
 
 
 About the Role:
 
 
 
 We are seeking a Data Analyst to join Almosafer&rsquo;s Data Intelligence team, embedded within the Commercial function to empower the Fulfillment, Workforce Management &amp; Quality Assurance team with analytics solutions. You will partner closely with individual stakeholders of the Commercial team to optimize Operational Performance, Customer Impact Ratio, Service Level Agreement while ensuring analytics follow Data Intelligence standards and governance.
 
 
 The ideal candidate will have 5+ years of analytical experience in e-commerce or travel, strong expertise in Fulfillment, Call Centre or Workforce Management analytics, and hands-on experience with BI tools for delivering insights at scale. Knowledge of machine learning and rule-based models is a strong advantage.
 
 
 
 
 
 
 Responsibilities:
 
 
 
 Fulfillment Intelligence (Air &amp; Non-Air)
 
 <ul>
 <li>
 Leverage data to evaluate end-to-end fulfillment performance across Air and Non-Air services, identifying operational bottlenecks and systemic inefficiencies.
 </li>
 <li>
 Develop analytical models and performance frameworks to monitor SLA adherence, customer impact ratios, and overall operational performance.
 </li>
 <li>
 Drive data-driven decisions in fulfillment strategy and operations
 </li>
 </ul>
 
 Quotation Management (QM) Intelligence
 
 <ul>
 <li>
 Develop analytics solutions to monitor quotation lifecycle, supplier responsiveness, and operational efficiency.
 </li>
 <li>
 Define and track KPIs to improve case resolution and team productivity.
 </li>
 </ul>
 
 Workforce Management &amp; Quality Assurance Analytics
 
 <ul>
 <li>
 Utilize data from platforms like Infobip to develop insights into agent productivity, demand forecasting, and workforce allocation accuracy.
 </li>
 <li>
 Redesign and modernize WFM and QA reporting tools to reflect real-time performance metrics, quality trends, and compliance insights.
 </li>
 <li>
 Implement predictive models to anticipate staffing needs, identify quality risks, and support proactive workforce planning.
 </li>
 </ul>
 
 Advanced Analytics &amp; Data Solutions
 
 <ul>
 <li>
 Design scalable, automated analytics solutions using tools such as SQL, Python, and cloud-based data platforms to support operational analytics.
 </li>
 <li>
 Ensure adherence to enterprise data governance and quality standards, working closely with Data Engineering and Governance teams.
 </li>
 </ul>
 
 Collaboration &amp; Data Governance
 
 <ul>
 <li>
 Bridge Operations and Data Intelligence to ensure aligned data standards and methodologies.
 </li>
 <li>
 Drive data literacy and analytical best practices across teams.
 </li>
 </ul>
 
 
 
 
 
 Profile Requirements:
 
 
 <ul>
 <li>
 Bachelor&rsquo;s or Master&rsquo;s degree in STEM, Business Analytics, or related field.
 </li>
 <li>
 5+ years of experience as a Data Analyst, preferably in e-commerce, online travel, or digital-first businesses.
 </li>
 <li>
 Proficiency in SQL, Python or R, and advanced Excel.
 </li>
 <li>
 Strong experience in Fulfillment or Call Centre Data Analytics practices.
 </li>
 <li>
 Hands-on experience with BI tools such as Tableau, Power BI, Looker, or similar for dashboard development and storytelling.
 </li>
 <li>
 Excellent stakeholder management and communication skills; English fluency.
 </li>
 <li>
 Experience building and deploying machine learning models e.g. Forecasting, Vendor Reliability Scoring Model, Customer Impact Scoring Model &amp; etc.
 </li>
 <li>
 Familiarity with big data warehouses (Google BigQuery, AWS Redshift, Snowflake).
 </li>
 </ul>
 
 
 
 
 
 Being you @ Almosafer:
 
 
 
 At Almosafer, our teams work with purpose, clarity, and a shared commitment to doing things the right way.
 
 
 Whether you're building platforms, supporting travelers, or shaping strategy, your work connects to something bigger. Across functions and locations, we value accountability, trust, and collaboration - and we create the structure and space for you to contribute meaningfully from day one.
 
 
 Here, you will find:
 
 
 A purpose-led workplace where your ideas can create real impact
 
 
 Ongoing learning and development to help you grow with intention
 
 
 Recognition that celebrates your wins, both big and small
 
 
 A community built on trust, curiosity, and shared momentum
 
 
 No matter where your journey started, at Almosafer, you will find space to grow, connect, and contribute meaningfully.
 
</div>

Specialist - Data Analyst

Confidential

<div>
 
 
 Job Summary:
 
 
 
 We are seeking a results-driven and strategic
 
 Operations Manager
 
 to oversee the daily operations of our call center. This role is responsible for ensuring efficient processes, high-quality customer service, team productivity, and compliance with company standards and service-level agreements (SLAs). The ideal candidate has strong leadership skills, is data-oriented, and thrives in a fast-paced, customer-focused environment.
 
 
 
 
 
 
 Key Responsibilities:
 
 
 <ul>
 <li>
 Manage and lead a team of supervisors, team leads, and call center agents.
 </li>
 <li>
 Oversee daily operations, including workforce scheduling, queue management, and service level performance.
 </li>
 <li>
 Monitor and analyze KPIs (e.g., AHT, FCR, CSAT, SLA) and drive continuous improvement strategies.
 </li>
 <li>
 Develop and implement operational policies, procedures, and best practices to enhance customer experience and team performance.
 </li>
 <li>
 Collaborate with Quality Assurance, Training, HR, and IT teams to support agent development and system efficiency.
 </li>
 <li>
 Handle escalations and complex customer issues as needed.
 </li>
 <li>
 Ensure compliance with company policies, data protection laws, and regulatory requirements.
 </li>
 <li>
 Prepare and present operational reports to senior leadership.
 </li>
 <li>
 Foster a positive, motivated, and performance-driven culture within the team.
 </li>
 </ul>
 
 
 
 
 
 Qualifications:
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree in Business Administration, Communications, or a related field (preferred).
 </li>
 <li>
 3+ years of experience in call center operations, with at least 2 years in a leadership role.
 </li>
 <li>
 Strong knowledge of call center technologies (e.g., ACD, CRM, WFM tools).
 </li>
 <li>
 Proven ability to lead and develop high-performing teams.
 </li>
 <li>
 Excellent communication, problem-solving, and decision-making skills.
 </li>
 <li>
 Data-driven mindset with strong analytical skills.
 </li>
 <li>
 Ability to work under pressure and manage multiple priorities.
 </li>
 </ul>
 
 
 
 
 
 Preferred Skills:
 
 
 <ul>
 <li>
 Experience with remote/hybrid teams.
 </li>
 <li>
 Lean Six Sigma or other process improvement certifications.
 </li>
 <li>
 Familiarity with omnichannel support (phone, email, chat, social media).
 </li>
 <li>
 Able to work on site with flexible schedule.
 </li>
 </ul>
</div>

Operations Manager

PepsiCo

<div>
 
 Overview
 
 
 
 This role is responsible for supporting the MENA FOBO BU Franchise Commercial, finance &amp; planning &amp; other support functions with key reporting and analysis of performance by Channel, Key Customer and Sales Area against key deliverables, Adding value to the reports suite, this role also provides meaningful insights and recommendations to the Franchise Leadership team, highlighting all opportunities for growth and productivity. The Franchise Analyst roles has the added key responsibility of interacting with the relevant bottler team members to gather the data and support reconciliation between PepsiCo and Bottler on Co-op Budgets and Spends along with PepsiCo Finance and Controls team.
 
 
 
 Responsibilities
 
 
 
 Functional Responsibilities:
 
 
 <ul>
 <li>
 Support PepsiCo Franchise senior leadership team (typically LG1+) - with standard reporting against established performance measurables as well as ad-hoc reporting requests
 </li>
 <li>
 Responsible on all financial &amp; planning reporting related to the assigned market on the agreed frequency with high level of accuracy. The accuracy of these reports has significant impact on Pepsico spends related decisions running into Millions of Dollars, and without another layer of control - apart from the Franchise Directors themselves, whom the analyst role supports
 </li>
 <li>
 Partner with Cluster Commercial Leadership to revise and refine reporting requirements, ensuring outputs remain relevant, meaningful and user-friendly to best support decision-making
 </li>
 <li>
 Analyze large complex data sets, across multiple categories, channels, customers and highlight opportunities by Customer/Channel. The role is expected to not just compile data but understand and highlight insights with better business understanding. This is a key expectation as the Franchise Team is very lean and does not have any other team members supporting data insights.
 </li>
 <li>
 Develop on-demand reports delivering improved agility through ease of access and enhanced visualization
 </li>
 <li>
 Collate and format large and complex sets of data across multiple channels, customers and sales areas. Analyze data to distil meaningful insights on performance trends and opportunities
 </li>
 <li>
 Present insights and recommendations to Franchise Leadership team on a monthly basis and in a clear, concise and professional manner. Franchise Analyst is expected to deliver presentations for the Franchise Director that can be then in turn presented to the Bottler of Franchise BU GM for making the business case of investment or insights on spend performance tracking as needed.
 </li>
 <li>
 Support Commercial Analytics functional excellence, helping to evaluate new technologies to improve capability of GBS service offering. The role is expected to upgrade the current quality of MS-excel based reports to further enable Power BI and other technology enabled Dashboards for agile and visually enhanced reporting.
 </li>
 <li>
 Support business development and continuous improvement initiatives to drive growth and efficiency both within Cluster and GBS Hub
 </li>
 <li>
 The Franchise analyst role also works on Funds reconciliation between Bottler and PepsiCo and supports the BU Franchise Finance and Controls teams with Fact Sheets (Approved Spends) tracking and activities completed by the bottler against the approved budgets along with highlight remaining budget on a regular interval.
 
 
 </li>
 </ul>
 People Responsibilities:
 
 
 <ul>
 <li>
 Develop daily interaction with senior leadership with the market under scope. Across multiple Functions including Franchise Directors, and BU Finance Planning and Controls teams
 </li>
 <li>
 Develop winning relationships with key stakeholders including the bottler staff as needed within the Franchise Cluster Commercial function, embedding GBS Commercial Analytics services within the organization
 </li>
 <li>
 Act as a point of contact and trusted business partner for Franchise Cluster Commercial team, participating in standard operational review calls with key stakeholders and Business Leaders
 </li>
 <li>
 Support the Reporting &amp; Analytics Lead and Cluster Sales Lead with all initiatives to improve GBS service offerings
 
 
 </li>
 </ul>
 
 Qualifications
 
 
 
 
 Essential:
 
 
 
 <ul>
 <li>
 Fluent English with excellent interpersonal skills
 </li>
 <li>
 Exceptional written and oral communication, adapting approach by situation and audience
 </li>
 <li>
 Demonstrated experience with MS Excel (Advanced), Power BI &amp; Commercial Analytics tools
 </li>
 <li>
 Collaboratively and proactively works with multi-functional teams
 </li>
 <li>
 Flexible, organized and able to handle competing priorities
 </li>
 <li>
 Experience using SAP, SAP BI
 
 
 </li>
 </ul>
 Good to have:
 
 
 <ul>
 <li>
 Working knowledge of AI Tools to leverage in Reporting and Analytics
 </li>
 <li>
 Financial Background.
 </li>
 </ul>
</div>

Sales Analyst

Procter & Gamble

<div>
 
 Job Location
 
 
 
 Cairo
 
 
 
 Job Description
 
 
 
 Are you interested in a Supply Chain career in P&amp;G?
 
 
 The Supply Chain Analyst has the analytical overview of the import lanes into Europe. The analyst will use global standard work processes and solutions for the activation of cross-customs border lanes, zooming in into the logistic aspects of such a lane to support the configuration of the relevant systems and sourcing the relevant services for the lane.
 
 
 In addition, the analyst will use the available sources of information and systems to understand Service parameters, carrier performance, carrier contract adherence, supporting the I Trade Governance team to pro-actively address potential related issues that would impact the business results. He/ she will assist the Lane Managers on report analysis, issue resolutions, and auditing processes.
 
 
 If this sounds exciting to you, read on!
 
 
 
 How Success Looks Like
 
 
 
 Success in the role will require you to help drive business results in the region by combining supply chain knowledge, strong compliance mindset, problem solving, analytical thinking, and good communication &amp; collaboration skills to support in delivering Service, Cash &amp; Cost targets.
 
 
 
 WHAT YOU WILL BE DOING?
 
 
 
 
 Responsibilities
 
 
 
 <ul>
 <li>
 Execute the supply planning process of inventory planning, requirements planning, production planning, and material planning
 </li>
 <li>
 Develop and maintain finished goods inventory targets by SKU based on service level objectives, forecast error, and replenishment lead times
 </li>
 <li>
 Deliver KPIs such as customer fill rate, Inventories and cost targets
 </li>
 <li>
 Key interface between Stock replenishment, operations, and logistics
 </li>
 <li>
 Identify, resolve and escalate supply chain situation/risk like manufacturing performance, material shortage or demand surge
 </li>
 <li>
 Manage projects that impact the supply chain, such as new product launches or capacity expansions
 </li>
 <li>
 Participate in cross-functional teams to develop and implement continuous improvement initiatives
 
 
 </li>
 </ul>
 
 Job Qualifications
 
 
 
 
 What makes you the right fit:
 
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree holder with max. 0-3 years of relevant experience &ndash; Excluding Engineering, Actuarial Sciences, Computer Science, Data Science, Mathematics (Statistics &amp; Data Analysis)
 </li>
 <li>
 Legally eligible to work in Egypt
 </li>
 <li>
 Good analytical and problem-solving skills.
 </li>
 <li>
 Having Highly developed interpersonal skills like communication and presentation skills.
 </li>
 <li>
 Proficiency with Microsoft office tool suite (Excel, Word and Power point)
 </li>
 <li>
 Must Demonstrate ability to communicate professionally in English, both written and orally, to wide variety of audiences
 </li>
 <li>
 Effective working in a matrix organization and multi-level stakeholder management
 </li>
 <li>
 Excellent problem-solving and analytical skills &ndash; and able to understand and interpret data.
 </li>
 <li>
 Having programming/IT basic Knowledge
 </li>
 <li>
 Having Supply chain knowledge.
 
 
 </li>
 </ul>
 
 ABOUT US
 
 
 
 We produce globally recognized brands and we grow the best business leaders in the industry. With a portfolio of trusted brands as diverse as ours, it is paramount our leaders are able to lead with courage the vast array of brands, categories and functions. We serve consumers around the world with one of the strongest portfolios of trusted, quality, leadership brands, including Neurobion, Sangobion, Vicks, Always&reg;, Ariel&reg;, Gillette&reg;, Head &amp; Shoulders&reg;, Herbal Essences&reg;, Oral-B&reg;, Pampers&reg;, Pantene&reg;, Tampax&reg; and more. Our community includes operations in approximately 70 countries worldwide.
 
 
 Visit http://www.pg.com to know more.
 
 
 We are an equal opportunity employer and value diversity at our company. We do not discriminate against individuals on the basis of race, color, gender, age, national origin, religion, sexual orientation, gender identity or expression, marital status, citizenship, disability, HIV/AIDS status, or any other legally protected factor.
 
 
 
 Job Schedule
 
 
 
 Full time
 
 
 
 Job Number
 
 
 
 R000139451
 
 
 
 Job Segmentation
 
 
 
 Entry Level
</div>

Supply Chain Analyst

Explore 624+ Quality assurance analyst customer service in Cairo 12 Months Contract Jobs In Cairo Jobs In Alexandria Egypt this November. Find roles across top companies and apply now to boost your career.