Call Centre QA Analyst

Job Details

  • Full Time
  • Cairo, Cairo, Egypt

Company Overview

About Momentum Ventures:
Headquartered in Montreal, Momentum Ventures is a holding company positioned in the travel industry. Our focus on operational excellence and teamwork, combined with grit and commitment has helped us foster a culture of continual innovation. As a member of the Momentum Ventures team, you’ll have the opportunity to work with like-minded individuals in a dynamic and fast-paced environment that encourages creativity, innovation, and collaboration.

Position Overview
We are looking for a meticulous and dedicated Call Centre QA Analyst to join the Momentum Ventures team, working for our subsidiary CruiseHub! The Call Centre QA Analyst will play a critical role in ensuring the quality and effectiveness of our customer interactions through rigorous monitoring, evaluation, and analysis. The ideal candidate will have a keen eye for detail, strong analytical skills, and a passion for delivering high-quality customer service.

Duties & Responsibilities

  • Listen to and evaluate recorded calls to ensure adherence to company policies, procedures, and quality standards;
  • Provide detailed feedback to customer service representatives (CSRs) on their performance;
  • Identify areas for improvement in call handling, customer interaction, and problem resolution;
  • Develop and maintain quality metrics to measure the performance of CSRs;
  • Track and analyze key performance indicators (KPIs) such as first call resolution, call handling time, and customer satisfaction;
  • Prepare and present regular reports on QA findings and trends to management;
  • Assist in the development and delivery of training programs to enhance the skills of CSRs;
  • Conduct coaching sessions and provide constructive feedback to help CSRs improve their performance;
  • Identify and recommend process improvements to enhance the overall quality of customer interactions;
  • Work closely with the call centre management team to implement changes and monitor their effectiveness;
  • Participate in the development of new policies and procedures to improve service quality;
  • Maintain detailed and accurate records of call evaluations, feedback, and action plans;
  • Document QA processes and procedures, ensuring they are up-to-date and accessible to the team;
  • Generate comprehensive QA reports and present findings to senior management;
  • Analyze customer feedback and survey results to identify trends and areas for improvement.

Skills & Requirements

  • Bachelor’s degree in Business Administration, Communications, or a related field;
  • 1+ years of experience in a quality assurance role within a call centre environment;
  • Strong understanding of call centre operations and customer service best practices;
  • Excellent verbal and written communication skills;
  • Strong analytical and problem-solving abilities;
  • Attention to detail and a methodical approach to evaluating customer interactions;
  • Proficiency in using call monitoring software and CRM systems;
  • Ability to work independently and as part of a team;
  • Knowledge of QA methodologies and tools, an asset.

* Please note this is a full-time on-site position, in Cairo, Egypt.

Our Team:
We are committed to providing a supportive and engaging work environment that fosters growth and development. At Momentum Ventures, our team of talented individuals embodies our values of hungry, humble, and honest. 'Hungry' reflects our constant pursuit of growth and excellence. 'Humble' encourages us to remain open-minded and collaborative, valuing every team member's contributions. 'Honest', infused with a sense of candor, ensures we communicate transparently and truthfully. These values are not just words; they are the principles guiding us every day, inspiring us to achieve our best while maintaining integrity and respect for each other.

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