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COA Holding Company • Cairo, Cairo, Egypt
Role & seniority: Senior Quality Assurance Specialist – Call Monitoring
Stack/tools: Call tracking software; CRM tools; QA scorecards/evaluation criteria; dashboards and regular reports
Monitor and evaluate inbound/outbound calls for adherence to policies and quality standards
Develop/maintain call quality scorecards; provide detailed feedback and coaching to agents
Identify trends/gaps, escalate findings, collaborate with training/ops, and prepare QA reports
4+ years in quality assurance, preferably in call center/customer service
Knowledge of call monitoring techniques, quality frameworks, and customer service standards
Excellent analytical, problem-solving, and communication skills
Proficiency with call tracking software and CRM tools
Strong coaching/mentoring abilities; detail-oriented
Nice-to-haves: Not specified
Location & work type: Sheraton - Heliopolis, Cairo (assumed); full-time status
Job Title: Senior Quality Assurance Specialist – Call Monitoring
Department: Quality Assurance
Location: Sheraton - Heliopolis
Job Summary
The Senior Quality Assurance Specialist is responsible for monitoring, evaluating, and improving the quality of customer interactions across all communication channels, primarily focusing on call tracking. This role ensures that the company maintains high standards of service, compliance, and customer satisfaction. The ideal candidate has strong analytical skills, attention to detail, and the ability to provide actionable feedback to enhance team performance.
Key Responsibilities
Monitor and evaluate inbound and outbound calls to ensure adherence to company policies, procedures, and quality standards.
Develop and maintain call quality scorecards and evaluation criteria.
Provide detailed feedback and coaching to agents to improve call handling, customer satisfaction, and compliance.
Identify trends, gaps, and opportunities in call handling and escalate findings to management.
Collaborate with training and operations teams to implement improvements based on QA findings.
Ensure compliance with regulatory requirements, company guidelines, and industry standards during call evaluations.
Prepare regular reports and dashboards to track performance metrics, trends, and QA results.
Assist in developing QA programs, processes, and tools to enhance call monitoring efficiency.
Participate in calibration sessions to ensure consistent evaluation standards across the QA team.
Required Qualifications
Minimum of 4 years of experience in quality assurance, preferably in call center or customer service environments.
Strong knowledge of call monitoring techniques, quality frameworks, and customer service standards.
Excellent analytical, problem-solving, and communication skills.
Proficiency in call tracking software and CRM tools.
Strong coaching and mentoring skills for agent development.
Detail-oriented with a focus on accuracy and consistency.
Interested Candidates can apply on: monica.wassim@coaholding.com
مستوى الأقدمية مستوى المبتدئين نوع التوظيف دوام كامل المهام الوظيفية تأمين الجودة المجالات المستشفيات والرعاية الصحية