Who we are:
InteLogix is a leading provider of integrated solutions, utilizing cutting-edge technology to provide exceptional customer experiences. Our commitment to excellence and innovation has enabled us to redefine industry standards and create brighter futures for our clients and their customers. We are dedicated to making lives better through our empathetic customer engagement and advocacy for our clients' brands and reputations.
InteLogix is hiring a full-time Quality Assurance Specialist for our on-site team in New Cairo, Egypt, supporting a U.S. education retail client's customer support center. You'll monitor and evaluate customer interactions across voice, email and chat, coach agents to close quality gaps, and turn quality data into clear reports and improvement plans for Team Leaders, operations leadership and the client.
Responsibilities
- Monitor and evaluate customer calls, emails and chats against quality standards and evaluation scorecards, using recorded reviews and live or side-by-side monitoring
- Assess communication, professionalism, accuracy, process adherence, documentation, compliance and resolution effectiveness
- Identify, document and report critical errors, compliance violations and significant quality concerns
- Provide direct feedback and coaching to agents, and share findings with Team Leaders for follow-up
- Track team quality performance, flag agents consistently below expectations, and coordinate performance improvement plans with Team Leaders and operations leadership
- Lead calibration sessions with Team Leaders and operations leadership to keep evaluations consistent
- Review customer complaints and escalations to determine whether issues stem from agent handling, process gaps or systems
- Prepare and present monthly quality reports, and take part in client-facing quality meetings when required
- Help develop and update quality scorecards and evaluation criteria
- Support new-hire and ongoing training on quality standards and common errors, in partnership with the Trainer
- Recommend improvements to processes, procedures and quality practices, and maintain accurate quality records
- Escalate serious quality, compliance and operational concerns to operations leadership
Qualifications
- University degree in any field strongly preferred; relevant experience considered in place of a degree
- At least 2 years of quality assurance experience in a customer service or contact center environment; international customer service operations experience preferred
- Experience conducting quality evaluations, coaching agents and preparing performance reports; familiarity with COPC or another recognized quality framework preferred
- English proficiency at CEFR B2 or higher, with the ability to evaluate interactions and give clear feedback in English
- Strong Microsoft Office skills, especially Excel and PowerPoint; experience with quality monitoring tools, CRM and contact center systems preferred
- Strong analytical skills, with the ability to interpret quality data, spot trends and turn findings into practical recommendations
- Objective, consistent and detail-oriented when evaluating performance
- Confident communicator and presenter, comfortable leading performance conversations and client-facing meetings
- Able to work on-site in shifts within operating hours (Cairo time): Monday–Friday 1:00 PM–1:00 AM and Saturday 4:00 PM–10:00 PM, including late nights, U.S. holidays and peak-season overtime
