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Quality Program Manager

Lenovo · El Gamaliya, Cairo Governorate, Egypt

Location
El Gamaliya
Job Type
Full-time
Posted
June 03, 2026

Job Description

Description and Requirements

Lenovo is looking for a a new team player to join our Customer Engagement Centre in SSG (Services and Solutions Group)!

SSG has been focusing on the expanding IT service market, especially the digital workplace services opportunity, the growing demand for aaS (as a Service) model, and customers’ stronger preference for sustainability services. You will be reporting to our CEC Vendor Management Lead.

Responsibilities:

  • Own and manage the Europe-META CEC quality assurance program, ensuring it aligns with COPC CX standards and focuses on key quality KPIs, rigorous process adherence, and ongoing monitoring for all customer interactions.
  • Lead the implementation of comprehensive quality monitoring initiatives – including call listening/evaluations, mystery shopping, and end-to-end customer journey mapping – across all CEC org.
  • Drive corrective action plans through to completion, using structured pro...

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