Customer Experience Quality Lead

mylo is a fintech platform dedicated to helping millions of people and businesses thrive by providing accessible and responsible financial solutions. Whether you’re purchasing a mobile phone, a new jacket, a flight ticket, a comfy couch, or even covering school tuition, mylo enables you to buy now and pay later at thousands of points of sale across Egypt. Born out of B.TECH-Egypt’s leading electronics and appliances retailer with over 27 years of experience in offering buy now, pay later solutions-mylo brings a legacy of trust and innovation to the fintech space. All mylo products are fully Sharia-compliant, ensuring ethical and inclusive financial practices.

Role Summary

The Quality Team Leader owns the day-to-day performance of the Quality Assurance function. The role leads a team of QA Specialists, safeguards the consistency and credibility of quality evaluations across all customer channels, and turns quality findings into concrete improvements in agent performance, process, and customer experience. The Team Leader is accountable for evaluation standards, team output, stakeholder reporting, and the development of every specialist on the team.

Key Responsibilities

• Team Leadership: Lead, schedule, and support a team of QA Specialists. Set individual targets, run one-to-ones, manage development plans, and hold the team to consistent standards of output and conduct.
• Evaluation Governance: Own the standardized evaluation scoresheets and quality framework. Review a sample of completed evaluations for accuracy and fairness, and approve any change to scoring criteria or weighting.
• Calibration Sessions: Plan and chair regular quality calibration meetings with supervisors and training teams to ensure evaluation standards remain consistent across the department, and document the outcomes.
• Feedback, Coaching & Escalation: Coach specialists on delivering constructive, actionable feedback, and personally handle escalated, disputed, or high-risk evaluations, including those with compliance exposure.
• Data Analysis & Insights: Consolidate daily, weekly, and monthly quality metrics to identify common agent errors, training gaps, or procedural bottlenecks, and prioritise which to act on.
• Reporting: Build, maintain, and present regular quality performance reports to share actionable insights with team leaders, managers, and key stakeholders.
• Knowledge Base Maintenance: Review current customer service scripts, standard operating procedures (SOPs), and internal communication guidelines to recommend updates based on customer trends.
• Continuous Improvement: Work with training and operations to close the loop between quality findings and the changes made, and measure whether those changes moved the metric.

Requirements

• Proven experience in a quality assurance or customer support role, with a track record of leading, coaching, or mentoring others

• Exceptional listening and communication skills, with the credibility to give difficult feedback to agents, peers, and managers alike
• Extremely organized and methodical; able to plan evaluation coverage, deadlines, and workloads across a team
• You can craft and make sense of data sets to determine root causes for tangible and actionable insights

  Sharp problem solving, analytical and project management skills

• Coachability, open to incorporating feedback, and dedication to improvement in yourself and in the people you lead
• You collaborate internally or across functions to get the best possible outcome for Quality
• You get things done. Passionate and self-driven, you are deeply committed to taking mylo support to the next level and rise to the occasion to solve problems.
• You take initiative, make decisions with incomplete information, and own the outcome
• You understand the Customer support journey and are dedicated to improving the CSR and Customer experience with a go-getter attitude