Job Description

Main Responsibilities:

  • Manage QA team & oversee the daily workflow.
  • Assisting the quality Manager in the hiring selection & preparing the supportive documents & needed reports.
  • Oversee efficiency of quality processes.
  • Diagnoses problems and probes underlying issues to generate multiple potential solutions.
  • Conducts monthly & annual performance evaluation meetings to track and enhance performance.
  • Manage the QA team (KPIs, schedule, salaries, motivation, etc…) and set a proper action plan when needed.
  • Responsible for calibration regarding the operations and the clients to ensure that the account, system or product fulfills requirements and standards.
  • Providing to the client QA reports.
  • Investigate and respond to complaints.
  • Analyze the results and audit QA reports to address problems and propose solutions and recommendations to the management.
  • Review all client reports in terms of timing, and quality.
  • Keeping accurate documentation and performing statistical analysis.
  • Distribute the team tasks and the measurement tools accordingly.
  • Understanding customer needs and requirements to develop effective quality assurance processes.
  • Ensure that all accounts are meeting the quality benchmarks and follow the action plans.
  • Ensure that the QA figures in sustain progress.
  • Responsible for generating QPR & gathering all insights and providing recommendations to improve the business internal and external
  • Managing End-user satisfaction survey and, monitoring survey process, preparing materials as well as conducting research. ( as per assigned )
  • Manage auditing reports for Customer Care activities & transactions.
  • Maintain survey tracking documentation and Manages the development and improvement of surveys.
  • Responsible for analyzing the correlation between transaction monitoring results and end-user survey results, to understand the end-user behavior and align the agent’s evaluation with the end users’ expectations.( as per assigned )
  • Highlight any service affecting non-compliance and supports the operational team.
  • Mentor and coach representatives by providing constructive analysis of their work and measuring the performance improvement that enhances the customer experience.
  • Evaluate & review the training efficiency.
  • Creating the weekly and monthly presentations.
  • Ensure understanding & compliance with Majorel vision mission and values and follow regulatory Majorel policies & procedures.
  • Ensure subordinates comply with the code of conduct and policies.
  • Identify opportunities for improvement and work with the concerned teams on redesigning and enhancing processes to improve the quality level.
  • Working with Global and regional teams to ensure alignment and continuous cooperation.
  • Ensure that all the processes of Quality meet COPC Standards and requirements
  • Monitor industry best practices.
  • Performs miscellaneous job-related duties as assigned.


  • Bachelor’s Degree.
  • Level of English: Very Good.
  • 1 Year Experience in Quality.
  • Outstanding knowledge of QA terms, tools, and methodologies.
  • Strong Awareness of account Knowledge.
  • Presentation Skills.
  • knowledge of data analysis statistical methods
  • Proficient of Ms. Office.
  • Excellent Analytical thinking and business writing.
  • Crisis management.
  • Monitoring and coaching skills.
  • Business writing.
  • Strong leadership & attention to detail.
  • Problem solving techniques.
  • Decision-making skills.
  • Motivation skills.

Working Time

Full Time

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