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.