Quality Control Call Center Specialist

About the role

We are looking for a Quality Control Call Center Specialist to join Terra Solutions in 10th of Ramadan. The specialist will monitor and evaluate customer interactions to ensure that service standards and performance goals are consistently met.

Key responsibilities

• Listen to and review recorded calls and other customer communications.
• Assess agent adherence to scripts, procedures and compliance frameworks such as GMP.
• Document findings, prepare quality reports and highlight trends.
• Provide constructive feedback to agents and work with supervisors to improve training and processes.
• Support continuous‑improvement initiatives and maintain a customer‑focused culture.

Required profile

• Proven experience in quality control or quality assurance within a call‑center environment.
• Familiarity with quality‑management practices and performance‑standard monitoring.
• Understanding of compliance frameworks (e.g., GMP) and ability to apply them to service settings.
• Strong analytical mindset with attention to detail and root‑cause analysis capability.
• Effective communication skills for delivering feedback and collaborating across teams.

Required skills

• CRM systems
• Call monitoring tools
• Basic office software (e.g., Microsoft Office)
• Quality auditing techniques