About the job Quality Lead (BPO)Job Title: Quality LeadKey ResponsibilitiesDevelop, 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 & RequirementsBachelors 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.