Quality Analyst Lead- French BPO

Intouch CX

Posted on 27 Aug

Experience

2 - 4 Years

Job Location

Cairo - Egypt

Education

Any Graduation()

Nationality

Any Nationality

Gender

Not Mentioned

Vacancy

1 Vacancy

Job Description

Roles & Responsibilities


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.

Desired Candidate Profile

Job Requirements Required 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

Company Industry

  • IT - Software Services

Department / Functional Area

  • Quality
  • Testing
  • QA
  • QC
  • Inspector

Keywords

  • Quality Analyst Lead- French BPO

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Intouch CX

https://wuzzuf.net/jobs/p/mg28atvq5gfy-quality-analyst-lead-french-bpo-intouch-cx-cairo-egypt