Call Center Quality Control Specialist

About the role

Terra Solutions is looking for a full‑time Call Center Quality Control Specialist to join its team in 10th of Ramadan. You will be responsible for monitoring and evaluating customer calls to ensure they meet the company’s quality and compliance standards, while helping to continuously improve the customer experience.

Key responsibilities

• Review recorded calls and assess agent performance against defined quality criteria.
• Document findings, prepare detailed quality reports, and highlight trends.
• Provide constructive, objective feedback to agents and supervisors.
• Collaborate with training and operations teams to develop improvement initiatives.
• Participate in calibration sessions to maintain consistent evaluation standards.
• Support the creation and refinement of quality guidelines and procedures.

Required profile

• Proven experience in quality control or quality assurance within a call‑center or customer‑support environment.
• Familiarity with quality‑management practices and regulatory frameworks such as GMP.
• Strong analytical and problem‑solving abilities with high attention to detail.
• Effective communication skills for delivering clear feedback and working cross‑functionally.
• Ability to work on‑site in a fast‑paced environment.

Required skills

• Call monitoring tools
• CRM systems
• Spreadsheets (Excel)
• Presentations (PowerPoint)
• Word processing (Word)