Quality Assurance & Training Specialist

About Paymob :
Paymob is a leading FinTech company revolutionizing payment solutions in the MENA region. At Paymob, we believe in enabling businesses to thrive by offering secure, innovative, and scalable tools that simplify payments for everyone.
We’re proud to power millions of transactions for some of the biggest names in the region, with a team of innovators spread across Egypt, UAE, KSA and Oman.
We foster a value driven culture focused on continuous learning, empowering our people, and collaborating as one global team to create real impact.
Job purpose:
The Quality Assurance & Training Specialist is responsible for monitoring customer interactions, evaluating agent performance, identifying coaching opportunities, and designing and delivering training programs that improve service quality, compliance, and operational performance. This role works closely with team leaders and operations management to ensure customer service standards are consistently met and exceeded.
RESPONSIBILITIES

• Monitor and evaluate inbound, outbound, email, chat, and social media interactions using established quality standards.
• Conduct regular quality audits and provide objective feedback to customer service representatives.
• Identify performance trends, recurring issues, and opportunities for process improvement.
• Ensure compliance with company policies, client requirements, and regulatory standards.
• Assess training effectiveness through evaluations, coaching sessions, and performance metrics.
• Work closely with supervisors to improve individual and team performance.
• Track employee progress following coaching and training interventions.
  
  
  

REQUIREMENTS

• Bachelor’s degree in business administration, Human Resources, Communications, or a related field (preferred).
• 1–2 years of experience in a call center environment.
• Previous experience in Quality Assurance, Training, or Coaching is preferred.
• Experience with quality monitoring tools and learning management systems (LMS) is an advantage.
  
  
  

BENEFITS

• Why You’ll Love It Here
• At Paymob, our people are at the core of everything we do. Our culture is built around values that drive how we work, grow, and succeed together:
• · We offer competitive compensation packages and performance driven incentive programs.
• · We offer a flexible hybrid work model that supports both in office collaboration and remote productivity.
• · We invest in continuous career coaching to support your growth and long-term development.
• · We collaborate across borders, embracing diversity and shared success.