Quality Specialist call Center ( Russian B2+ )

Company Description Xceed is a leading multilingual Business Process Outsourcing provider in the EMEA region, operating more than 10,000 web-enabled multichannel stations and serving government and commercial clients in 10 different languages. The company has delivery centers in Egypt, Morocco, Mauritius, the UAE, and Saudi Arabia, offering inbound, outbound, back-office, helpdesk, recruitment process outsourcing, infrastructure management, and social media analysis services. Xceed has received numerous international awards for outsourcing excellence, impact sourcing, customer experience, sustainability, and diversity, equity, and inclusion. The company maintains multiple global certifications in quality, business continuity, information security, occupational health and safety, and environmental management, reflecting a strong commitment to operational excellence and responsible business practices.Role Description The Quality Specialist Call Center (Russian B2+) is responsible for monitoring and evaluating customer interactions to ensure adherence to Xceed’s quality standards and client requirements. This full-time, on-site role in Cairo involves conducting regular call audits, reviewing customer contacts across different channels, and providing detailed feedback and coaching recommendations to improve performance. The role includes analyzing quality data, identifying recurring issues, and collaborating with operations, training, and management teams to implement corrective and preventive actions. The Quality Specialist will prepare quality reports, participate in calibration sessions to align evaluation criteria, and support continuous improvement of processes, customer satisfaction, and service delivery. The position requires frequent use of Russian language at B2+ level to assess interactions and ensure linguistic and cultural accuracy.Qualifications Candidates should possess strong Analytical Skills to interpret performance data, identify trends, and propose actionable improvements.Candidates should possess Quality Control and Quality Auditing skills to systematically monitor calls, review cases, and ensure compliance with internal and client standards.Candidates should possess Quality Assurance expertise to support process optimization, develop improvement plans, and contribute to calibration and governance activities.Candidates should possess effective Communication skills to deliver clear feedback, collaborate with cross-functional teams, and prepare concise reports and presentations.B2+ or higher proficiency in Russian, with good English skills; previous experience in call centers, BPO, or customer service quality roles is highly beneficial.Attention to detail, ability to work under time constraints, and familiarity with quality frameworks or contact center tools are advantageous.A bachelor’s degree in business, languages, communication, or a related field is preferred, or equivalent relevant experience.