Quality Assurance Specialist - Customer Service
Summary
Amanleek, an insurtech insurance provider in New Cairo, seeks a Quality Assurance Specialist to monitor customer service calls, conduct quality assessments, prepare performance reports, and run verification calls with clients. The role focuses on maintaining service quality standards and driving continuous improvement across teams, using tools like Microsoft Office.
Amanleek is an innovative insurance service provider located in New Cairo. Our mission is to simplify insurance services and make them more accessible for a wider base of individual and business customers. We leverage transparency, trust, and innovation to deliver an enhanced experience for our clients and meet the evolving needs of the insurance market through tech-based solutions and product innovation.
About the Role:
Duties & Responsibilities
- Monitor inbound and outbound calls and interactions to evaluate service quality and compliance with standards
- Conduct quality assessments and provide structured, actionable feedback to teams
- Prepare and analyze performance and quality reports, highlighting trends and areas for improvement
- Perform verification calls with clients to ensure service accuracy and customer satisfaction
- Collect, analyze, and report on customer feedback to identify insights and improvement opportunities
- Ensure adherence to quality policies, processes, and service standards
- Collaborate with team leaders and stakeholders to address performance gaps and improve service delivery
- Support and contribute to training and calibration sessions to enhance team performance and evaluation consistency
- Continuously identify opportunities to improve processes and customer experience
Requirements
- Bachelor’s degree in Business Administration or a related field.
- 1 –3 years of experience (internships or coursework in QA, insurance, or customer service roles).
- Strong attention to detail and accuracy with eagerness to continuously learn QA practices.
- Clear and constructive communication skills with patience and professionalism when dealing with clients and colleagues.
- Integrity and confidentiality in handling all cases.
- Good skills in Microsoft Office programs.
- Analytical mindset with problem-solving skills.
Benefits
- A great opportunity to start your career in Quality Assurance within the insurance sector.
- Working with ownership & growth, You’ll have real responsibility, the space to take initiative, and support to grow your skills in a supportive and collaborative work environment.
- Exposure to both customer-facing and back-office operations.