Training & Quality Senior Specialist

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 Training & Quality Senior Specialist owns the knowledge and training that support agents rely on every day. The role designs, writes, and maintains the content library, knowledge base articles, macros, scripts, and standard operating procedures and builds the training programmes that turn that content into capability. Working closely with Quality, Operations, Compliance, and Product, the Senior Specialist makes sure agents are onboarded quickly, kept current on every change, and equipped with accurate, usable material at the moment they need it

Key Responsibilities

• Content Ownership: Write, edit, and maintain the knowledge base, macros, canned responses, customer-facing help content, and internal SOPs, keeping a single source of truth for every process.
• Content Governance: Run a review cycle so every article has an owner and a review date. Retire, merge, or rewrite anything outdated, duplicated, or contradicted by a policy change.
• Training Design: Build onboarding curricula, refresher modules, and upskilling paths for new and tenured agents, including exercises, assessments, and certification criteria. Delivery & Facilitation: Deliver induction and continuous training sessions, and coach agents on applying new processes and tools in live interactions.
• Change Enablement: Partner with Product, Compliance, and Operations to turn every product release, policy update, or regulatory change into agent-ready content and training before it goes live.
• Quality Partnership: Work with the Quality team to translate evaluation findings, recurring errors, and training gaps into targeted content fixes and coaching material.
• Measurement & Reporting: Track training completion, assessment results, article usage, and post-training performance, and report on the impact of L&D activity to managers and key stakeholders.
• Standards & Tone of Voice: Maintain the writing style guide and tone of voice for all agent and customer-facing communication, and review the work of other contributors against it.

Requirements

• Proven experience in content design, technical writing, or learning and development, ideally within customer support or a regulated environment
• Excellent written English. You can take a complex policy or product change and turn it into something an agent can act on in seconds
• Extremely organized and methodical, with the discipline to keep a large content library accurate, versioned, and free of contradictions
• Confident facilitator, comfortable delivering onboarding, refresher, and upskilling sessions to groups and one-to-one
• You can craft and make sense of data sets to determine root causes for tangible and actionable insights, and use quality and support data to decide what to build next
• Sharp problem solving, analytical and project management skills
• Coachability, open to incorporating feedback, and dedication to improvement
• You collaborate internally or across functional teams to get the best possible outcome for Support
• 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 have the initiative to solve problems on your own
• You understand the Customer support journey and are dedicated to improving the CSR and Customer experience with a go-getter attitude