عرفة جروب
Quality Assurance Senior Specialist – Lead Generation Focus
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Job Description
Monitor and evaluate customer interactions (calls, emails, chats) to ensure compliance with company standards and procedures.Conduct quality audits and provide detailed feedback to agents and team leaders.Analyze performance trends and identify areas for improvement.Prepare quality reports, scorecards, and performance dashboards.Collaborate with Operations, Training, and Team Leaders to enhance service quality.Ensure adherence to customer service standards, regulatory requirements, and internal policies.Participate in calibration sessions to maintain scoring consistency.Recommend process improvements to enhance customer experience and operational efficiency.
2–4 years of experience in Quality Assurance monitoring telesales and sales calls.The candidate should have a strong background in quality assurance within a call center environment, combined with experience in lead generation or sales.
Proven ability to drive quality and performance metrics while contributing to customer acquisition goalStrong knowledge of QA methodologies, KPIs, and customer service standards.Excellent analytical and reporting skills.Experience with quality monitoring tools and performance management systems.Advanced English communication skills.Proficiency in Microsoft Excel and reporting tools.Strong coaching and feedback delivery skills.
Requirements & Qualifications
2–4 years of experience in Quality Assurance monitoring telesales and sales calls.The candidate should have a strong background in quality assurance within a call center environment, combined with experience in lead generation or sales.
Proven ability to drive quality and performance metrics while contributing to customer acquisition goalStrong knowledge of QA methodologies, KPIs, and customer service standards.Excellent analytical and reporting skills.Experience with quality monitoring tools and performance management systems.Advanced English communication skills.Proficiency in Microsoft Excel and reporting tools.Strong coaching and feedback delivery skills.
EGjobank Analysis
Quick Role Summary
Opportunity as "Quality Assurance Senior Specialist – Lead Generation Focus" at Etisalat Egypt (e&) located in المعادي on a Full-Time basis, suited for Senior Level candidates, within Marketing & Sales. Key details from listing: Monitor and evaluate customer interactions (calls, emails, chats) to ensure compliance with company standards and procedures.Conduct quality audits and provide…
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- Tailor your CV headline to match "Quality Assurance Senior Specialist – Lead Generation Focus" and feature measurable achievements in the top third of your resume.
- Customize your cover note for المعادي: explain why this location and work arrangement suit your availability and how you add value to the team.
- Highlight relevant practical experience, key responsibilities, and specific business impact.
- Demonstrate team leadership, budget stewardship, and tangible business KPIs — concrete numbers carry maximum weight.
- After applying, monitor your status from your dashboard and stay prepared for an interview invitation.
Readiness Checklist
- Updated CV in standard PDF format with a professional filename
- Skills aligned with the stated role requirements
- Availability for work in المعادي or remote if specified
- Measurable achievement examples prepared for interview talking points
- Egyptian Job Bank candidate profile ready for application tracking
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