Quality Assurance Lead
Cairo
Customer Experience – Customer Success /
Full-Time /
On-site
About Us
Sylndr was born to build trust in the Egyptian pre-owned cars market by bringing transparency, reliability, and best-in-class service to all stakeholders. We are on a mission to impact millions of Egyptians by becoming the go-to online platform to sell their cars directly in just a few hours or to buy high-quality and affordable cars seamlessly.
About the role
We’re looking for a Quality Assurance Lead who is passionate about elevating customer experiences through strong quality processes and performance oversight. This role is ideal for someone who thrives in a fast-paced call center environment and ensures service standards are consistently met across every interaction.
What you will do!
- Oversee quality assurance for customer support teams by monitoring calls, chats, and emails to ensure compliance with company standards.
- Provide structured feedback and coaching to agents and team leaders to drive continuous quality improvements.
- Lead calibration sessions with operations and training teams to maintain alignment on quality standards.
- Track, analyze, and report on quality performance metrics, identifying areas for improvement.
- Collaborate closely with operations leadership to recommend and implement process enhancements that boost customer experience.
Who you are!
- You have at least 3 years of experience in quality assurance within a BPO or call center environment.
- You have at least 1 year of experience leading or supervising a quality team.
- You’re skilled in monitoring, evaluating, and improving customer interactions.
- You’re detail-oriented, results-driven, and passionate about delivering top-notch customer experiences.
- You thrive in a fast-paced environment and can balance multiple priorities with ease.
- Having certifications such as Six Sigma Green Belt or higher or COPC is preferred but not mandatory.
