Job Description
The Quality Lead will oversee the Quality Assurance (QA) function within the BPO operations team. This role ensures that customer interactions and processes meet established standards of excellence. The Quality Lead drives continuous improvement initiatives, supports training and coaching, and ensures compliance with client KPIs, SLAs, and internal benchmarks.
- Lead and manage the quality assurance team, including Quality Analysts (QAs).
- Analyze quality scores and operational data to identify trends, root causes, and areas for improvement.
- Design and implement QA frameworks, scorecards, and audit processes tailored to client and project requirements.
- Collaborate with operations, training, and client services to drive performance and service excellence.
- Provide regular feedback and coaching to agents and team leaders to improve service delivery.
- Conduct calibration sessions with stakeholders to ensure alignment on quality expectations.
- Generate quality reports and dashboards; present findings to internal leadership and clients.
- Ensure compliance with regulatory and contractual obligations related to quality and service.
- Support new process transitions and contribute to client business reviews and audits.
- Lead or participate in quality improvement projects (e.g., Six Sigma, Lean, COPC initiatives).
- Handle the QA dispute as well as Audit the auditor activity.
Job RequirementsJob RequirementsRequired Skills and Qualifications:
- Proficient in written and spoken French, with a CEFR score of = or >C1
- Excellent written and spoken English communication skills with a CEFR score of with a CEFR score of = or >B2
- Bachelor’s degree in any discipline (preferred: Business, or related).
- 3-4 years of experience in a BPO environment, with at least 2 years in a quality leadership role.
- Strong understanding of BPO operations (voice, non-voice, or both).
- Proven expertise in quality monitoring, analysis, and reporting.
- Familiarity with quality methodologies such as Six Sigma, COPC, or ISO standards is a plus.
- Excellent communication, coaching, and interpersonal skills.
- Strong analytical and problem-solving abilities.
- Proficiency in Google sheets, Doc, Slides
IntouchCX provides equal employment opportunities in accordance with Egyptian labor laws and regulations. IntouchCX is committed to ensuring fairness and equality in all aspects of employment and does not discriminate based on gender, origin, language, religion, creed, or disability. IntouchCX is committed to accommodating individuals with disabilities in compliance with Egyptian labor laws and international best practices. If you require any accommodations during the application process or need more information about our accommodation policies, please contact us. By applying to IntouchCX, the applicant consents to IntouchCX collecting, using, and retaining their personal information for purposes related to the application process and, if hired, the employment relationship. All personal information collected will be handled with strict confidentiality and in accordance with applicable Egyptian privacy and data protection regulations.
Job Type: Full-time
Pay: E£35,000.00 - E£45,000.00 per month
Experience:
- QA : 1 year (Preferred)
Language:
- French (Preferred)
Application Deadline: 25/07/2025
Expected Start Date: 28/07/2025