Quality Lead (BPO)
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Job Location:
Monthly Salary:
Posted on:
5 hours ago
Vacancies:
1 Vacancy
Job Summary
Jadeer is hiring a Quality Lead on behalf of one of our clients based in Egypt New Cairo. Our client is a leading fintech company in the digital payments and consumer finance sector across the Middle East. Through partnerships with major retail and e-commerce brands the company delivers innovative technology-driven payment solutions that enhance customer purchasing power and promote a seamless shopping experience.
Job Title: Quality Lead
Key Responsibilities
Develop implement and manage quality assurance frameworks across customer care operations (voice and non-voice).
Monitor and evaluate customer interactions to ensure compliance with service standards policies and regulatory requirements.
Analyze quality performance data and generate reports with actionable insights.
Identify performance gaps and collaborate with Team Leaders to drive improvement plans.
Conduct calibration sessions and provide structured feedback and coaching to enhance service quality.
Lead quality improvement initiatives to enhance customer satisfaction and operational efficiency.
Ensure alignment between quality standards and overall business objectives.
Qualifications & Requirements
Bachelors degree in Business Administration Commerce or a related field (preferred).
35 years of experience in quality assurance within contact centers fintech banking or e-commerce environments.
Strong understanding of QA methodologies KPIs and performance metrics.
Excellent analytical skills with the ability to interpret data and drive improvements.
Strong communication skills in English and Arabic (verbal and written).
Leadership stakeholder management and coaching capabilities.
Ability to work in a fast-paced performance-driven environment.
If you are detail-oriented data-driven and passionate about delivering exceptional customer experiences this is your opportunity to lead quality excellence within a fast-growing fintech organization.
Key Skills
- B2B Sales
- Customer Service
- Communication skills
- Outbound Sales
- Account Management
- Upselling
- Customer Support
- Data Mining
- 3G
- Human Resources
- Internet Of Things
- 4G/LTE
About Company
Jadeer is an HR solutions company that helps businesses build high-performing teams. We connect companies with the right talent, develop effective HR strategies, manage employee relations, automate HR processes, and streamline operations.Our expert team leverages industry knowledge, t ... View more
