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Customer Support Quality Team Leader

  • On-site
    • cairo, Al Qāhirah, Egypt
  • Operations

Job description

  • Monitoring customer complaints calls with customers.

  • Coaching call center agents to enhance the quality. 

  • Monitor and present employees’ performance.

  • Develop and maintain documents for various processes, and assist in preparing appropriate development plans.

Areas the job impacts:

  • Customer Support

  • Non-Voice Contact Center.

  • Customer experience and satisfaction.

Job requirements

• Proven experience in quality control in the call center industry. 
• Good understanding of various teaching methodologies and tools.
• Proficient in MS Office especially PowerPoint.
• Good time-management skills. 
• Ability to multi-task. 
• Strong interpersonal and communication skills. 
• Critical-thinker and problem-solver. 
• Excellent understanding of operation procedures.

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