Quality Assurance Specialist

About the job

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 Specialist monitors and evaluates the quality of customer interactions, with a focus on voice, and makes sure agents give accurate information, follow company policies, communicate professionally, and deliver a great customer experience. The role works closely with Operations, Training, and team leaders, and turns evaluation findings into coaching and fixes that help agents improve and raise the quality of support across the team.
Key Responsibilities

• Interaction Monitoring: Regularly review customer interactions, including live and recorded calls, to evaluate agent performance.
• Quality Scoring: Use standardized evaluation scorecards to score interactions on communication skills, technical accuracy, compliance, adherence to procedures, and customer empathy.
• Feedback & Coaching: Give constructive, actionable feedback and coaching that helps agents improve their skills, fix mistakes, and meet performance benchmarks.
• Data Analysis & Insights: Analyze daily, weekly, and monthly quality metrics to spot common agent errors, training gaps, and procedural bottlenecks.
• Reporting: Build and maintain regular quality reports, and share clear, actionable insights with team leaders, managers, and key stakeholders.
• Calibration Sessions: Take part in regular calibration meetings with supervisors and the training team to keep evaluation standards consistent across the department.
• Knowledge Base Maintenance: Review current customer service scripts, SOPs, and internal communication guidelines, and recommend updates based on customer trends.

Requirements

• 1-2 years of experience in a voice queue
• Good understanding of QA scorecards and real coaching skills
• Strong listening and communication skills
• Organized, detail-oriented, and able to juggle multiple tasks
• Comfortable working with data to find root causes and turn them into clear actions
• Strong problem-solving and analytical skills
• Open to feedback and always looking to improve
• A team player who works well across departments
• Self-driven, takes initiative, and gets things done
• Understands the customer support journey and cares about improving the customer experience
• Fintech experience is a plus