CS Quality Analyst

Location: Egypt, Cairo

Job category: Operations

Language: English

Transcom is all about people, and we’re looking for a Quality Specialist to support our team and help create a workplace where everyone thrives.

Join our Transcom Family as a Quality Specialist!

Responsibilities:

Quality Assurance:

Conduct regular audits of customer interactions (calls, chats, emails) to assess service quality and ensure compliance
with established protocols.
Provide detailed and constructive feedback to agents and Team Leads on improving service delivery

and technical accuracy.

Collaborate with the QA team to refine metrics and standards, ensuring they reflect current best practices and

business goals.

Knowledge Base Refinement:

Regularly review and update the knowledge base to reflect the latest information about the account products

and support processes.

Ensure that the knowledge base is structured in a way that allows for quick and easy access
Solicit feedback from agents and Team Leads on the effectiveness of the knowledge base,

making continuous improvements based on their input.

Continuous Improvement:

Analyze quality data and copilot performance metrics to identify areas for improvement in both human

and automated customer support.

Lead initiatives to enhance the efficiency and effectiveness of customer interactions,

whether through process improvements, knowledge updates, or other means.

Work closely with cross-functional teams to implement changes that improve overall service quality

and customer satisfaction.

Reporting and Documentation:

Prepare detailed reports on quality metrics, copilot effectiveness, and knowledge base performance,

presenting findings and recommendations to management.

Document best practices, process improvements, and updates to the knowledge base,

ensuring that this information is shared across the team.

Collaboration and Communication:

Partner with Team Leads, agents, and Business Managers to ensure alignment on quality goals,

product knowledge, and process improvements.

Partner with the client to ensure vision and process alignment on all process and knowledge related documents.

What's in it for YOU!

International and inclusive environment, that makes you feel supported, encouraged, and welcome from day one;
Continuous development.
Endless growth opportunities.
Modern and comfortable office and relaxing spaces to take a break;
Flexible work schedule;
Life-work balance;

What we are looking for:

Professional qualifications/Specific knowledge:

Minimum studies: University diploma or Bachelor Degree.
Minimum 1 year work experience in the same role.
Minimum 2 years in BPO.
English: B2/C1

What Life at Transcom is like!

At Transcom, we’re relentlessly committed. To our clients and each other. Every day, someone starts their journey with Transcom. Taking the potential they have today and turning it into skills for the future. Getting recognized for working hard, being a team player, and supporting others. Championing positive, lasting change in their teams and communities. That’s just how we are at Transcom. Here we care and root for each other. You’re included, just as you are, from day one. And with the right mindset, there’s no end to how far we can go together.

“We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.”

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