B.TECH

Omnichannel electronics retailer with consumer financing

Quality Assurance Specialist

Customer ExperienceConfirmed live in the last 24 hours

Full-timeNew Cairo City, Cairo Governorate, EgyptNo salary listed

About the Job

Requirements

1-2 years of experience in a voice queue.
Good understanding of quality assurance scorecards and practical coaching skills.
Strong listening and communication skills.
Organized, detail-oriented, and able to manage multiple tasks.
Comfort working with data to identify root causes and translate them into clear actions.
Strong problem-solving and analytical skills.
Open to feedback and committed to continuous improvement.
Understanding of the customer support journey and an interest in improving customer experience.

Responsibilities

Regularly review live and recorded customer interactions to evaluate agent performance.
Use standardized evaluation scorecards to assess communication skills, technical accuracy, compliance, adherence to procedures, and customer empathy.
Provide constructive, actionable feedback and coaching to help agents improve skills, correct mistakes, and meet performance benchmarks.
Analyze daily, weekly, and monthly quality metrics to identify common agent errors, training gaps, and procedural bottlenecks.
Build and maintain regular quality reports and share actionable insights with team leaders, managers, and key stakeholders.
Participate in calibration meetings with supervisors and the training team to maintain consistent evaluation standards across the department.
Review customer service scripts, standard operating procedures, and internal communication guidelines, and recommend updates based on customer trends.

Desired Qualifications

Fintech experience is a plus.
Works effectively across departments.
Self-driven, takes initiative, and follows through on tasks.

Quality Assurance Specialist

mylo · New Cairo City, Egypt (Hybrid) · — · Posted 2026-10-29

Workplace: hybrid

Department: Operations

Description

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

Apply

Apply at mylo

About the Company

B.TECH

Omnichannel electronics retailer with consumer financing

B.TECH operates in Egypt as an omnichannel retailer of home appliances and consumer electronics, selling local and international brands through more than 175 stores and an online platform. Customers can purchase in-store or online and use financing options such as MiniCash or partner fintech services to pay over time, while the business also maintains a B2B marketplace app called Deel to help SMEs with inventory, delivery, and marketing tools. The company combines a long-standing retail footprint with embedded consumer financing and a growing B2B offering, supported by investments from DPI and SEIC, to reach a wide audience. Its goal is to expand access to electronics and appliances in Egypt by leveraging omnichannel retail and financing to serve both individuals and small businesses and grow market share.

Company size: 1,001-5,000
Company stage: Debt Financing
Total funding: $288.9M
Headquarters: Cairo, Egypt
Founded: 1997

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