Quality Assurance Team Leader
🏢 Company: [HDB]
📍 Location:On-site
💰 Salary: Competitive
⏳ Type: Full Time
🎓 Experience: +3 years
📂 Category: Onsite Job
Job Description:
🚨 **We're Hiring | Quality Assurance Team Leader**
🏦 **Company:** Housing & Development Bank (HDB)
📍 **Location:** Cairo, Egypt
💼 **Role:** Quality Assurance Team Leader
HDB is looking for a **Quality Assurance Team Leader** to supervise the quality monitoring team, ensure compliance with service standards, and continuously improve the quality of customer interactions.
### **Key Responsibilities**
📞 Monitor and evaluate employee performance across customer calls and interactions.
📊 Prepare periodic **quality and performance reports** for individuals and teams.
🔎 Analyze recorded calls to identify strengths, weaknesses, and improvement opportunities.
📈 Develop and implement improvement plans to enhance team performance.
📋 Participate in developing **quality standards, policies, and procedures**.
💬 Provide continuous feedback and coaching to employees.
🎓 Support new-hire training and conduct workshops related to quality standards.
💻 Monitor call recording and **CRM systems** to ensure data accuracy and proper procedures.
👥 Supervise the quality monitoring team and support continuous service improvement.
Job Requirements:
✔ Bachelor's degree in **Commerce, Economics, Finance, or equivalent**.
✔ Minimum **3 years of experience in Call Centers or Customer Service**.
✔ Strong analytical and performance evaluation skills.
✔ Excellent communication and feedback skills.
✔ Ability to identify performance gaps and develop practical improvement plans.
✔ Strong organizational and team supervision skills.
🎯 **A great opportunity for experienced Call Center / Customer Service professionals ready to move into a Quality Assurance leadership role.**
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