Quality Lead (BPO)

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 Bachelor’s degree in Business Administration, Commerce, or a related field (preferred). 3–5 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.