Senior Quality Evaluator

About the Role

We are looking for an experienced Senior Contact Centre Quality Assurance (QA) Lead to oversee and continuously improve quality assurance standards across voice, chat, and email channels. The ideal candidate will have strong expertise in contact centre QA methodologies, interaction evaluation, scorecard design, calibration, data analysis, and root cause analysis.

The role requires a strong understanding of BPO/outsourced contact centre operations, customer experience metrics, and the relationship between quality performance and overall customer satisfaction.

Key Responsibilities

• Own and continuously improve contact centre QA frameworks, methodologies, and scorecards across voice, chat, and email channels.
• Conduct interaction quality evaluations and ensure consistent application of QA standards.
• Lead calibration sessions to maintain scoring consistency across QA teams and stakeholders.
• Perform root cause analysis to identify recurring quality and customer experience issues.
• Analyse large volumes of interaction and QA data to identify trends, gaps, and improvement opportunities.
• Prepare clear, structured QA reports, trend analysis, and performance insights for stakeholders.
• Develop and maintain QA tracking and reporting using Microsoft Excel and other reporting tools.
• Support data visualisation and reporting through tools such as Power BI where applicable.
• Work closely with contact centre operations, client teams, and vendors to address quality gaps and drive continuous improvement.
• Provide professional coaching notes and quality feedback in both Arabic and English.
• Monitor quality performance against key customer experience metrics, including NPS, CSAT, FCR, and AHT.
• Ensure clear understanding of quality responsibilities between client and BPO/vendor teams.

Required Technical Skills

• Deep expertise in contact centre QA methodology across voice, chat, and email channels.
• Strong experience in scorecard design, QA calibration, interaction evaluation, and root cause analysis.
• Hands-on experience with contact centre telephony and interaction recording platforms.
• Experience with Genesys Cloud CX is strongly preferred.
• Working knowledge of CRM platforms, with SAP C4C or equivalent ticketing/case management systems preferred.
• Strong data analysis and reporting skills, with the ability to turn large volumes of interaction data into clear insights and trend commentary.
• Advanced proficiency in Microsoft Excel for QA tracking, analysis, and reporting.
• Experience with Power BI or other data visualisation tools is an advantage.
• Excellent written communication skills in both Arabic and English, including the ability to prepare professional reports and coaching documentation.

Domain Knowledge

• Strong understanding of contact centre operations within a BPO or outsourced environment.
• Understanding of the distinction between client and vendor quality accountabilities.
• Knowledge of customer experience frameworks and contact centre performance metrics, including:
• NPS
• CSAT
• FCR
• AHT
• Understanding of how quality performance impacts overall customer experience and operational outcomes.

Required Background & Experience

Essential Requirements

• 6–9 years of experience in contact centre Quality Assurance, with significant experience in a Senior QA or QA Lead capacity.
• Proven experience evaluating customer interactions across:
• Voice calls
• Live chat
• Email
• Demonstrated experience designing, owning, and continuously improving QA frameworks and scorecards.
• Previous experience working within or alongside a BPO/outsourced contact centre environment.
• Fluent Arabic (native or equivalent).
• Excellent English, both written and spoken, for reporting and stakeholder communication.
• Must be based in Egypt.
• Must be comfortable working remotely from home.
• Must have a strong and reliable home internet connection.

Education & Certifications

• Bachelor’s degree in a relevant field or equivalent professional experience.
• Certifications in QA, Customer Experience, or Contact Centre Operations are advantageous, including:
• COPC
• HDI
• Other relevant industry certifications

Work Arrangement

• Location: Alexandria, Hurghada Egypt
• Work Model: Fully Remote / Work from Home
• Language: Arabic & English
• Experience Level: Senior / Lead
• Required Experience: 6–9 years