Quality Lead (BPO)

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).
• 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.