The Role
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
The Quality Assurance Lead will play a key role in elevating Sylndr’s customer support by ensuring every interaction meets our quality standards. You’ll design and oversee quality processes, monitor team performance, and provide guidance to drive continuous improvement. In this fast-paced call center environment, your leadership will ensure customers consistently receive outstanding and reliable support.
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.
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The Company
What We Do
Sylndr is automotive focused e-commerce marketplace bringing innovation to the used-cars market, where customers can reliably and transparently sell and buy used cars. The company is aiming to build trust in the used-car market by becoming the go-to place for customers seeking to sell and buy their cars, through an extensive range of high-quality used vehicles accessible across a diverse set of financing solutions.
