Quality Lead in Cairo

About us Tamara is a leading fintech platform in Saudi Arabia and the GCC region with a mission to help people own their dreams built on being simple, trusted, and everywhere our customers need us. Today, more than 25 million customers and over 130,000 partner merchants depend on Tamara every day for reliable financial solutions across retail, travel, education, healthcare, and beyond. Tamara is backed by Sanabil Investments, a wholly owned company of the Public Investment Fund (PIF), and SNB Capital, among others. About the role We’re seeking a Quality Leader to design, scale, and manage a world-class quality framework across all support functions (Customer and Partner Support). You will own the end-to-end quality program, drive measurable improvements, and embed a strong culture of accountability, coaching, and continuous feedback. This is a critical leadership role aimed at transforming quality from a compliance checkbox to a strategic performance enabler. This role will be based in our Cairo office and will be an onsite role. Your Responsibilities 1. Strategy & Governance Enhance the existing quality framework to be aligned with Tamara’s customer obsession and COPC standards. Define clear quality KPIs, sampling methodologies, and audit scope by channel (chat, email, phone, social, partner support). Create a governance model linking quality to CSAT, FCR, DSAT root causes, and operations KPIs. 2. Team Management Lead a team of quality specialists and auditors. Define te

About us Tamara is a leading fintech platform in Saudi Arabia and the GCC region with a mission to help people own their dreams built on being simple, trusted, and everywhere our customers need us. Today, more than 25 million customers and over 130,000 partner merchants depend on Tamara every day for reliable financial solutions across retail, travel, education, healthcare, and beyond. Tamara is backed by Sanabil Investments, a wholly owned company of the Public Investment Fund (PIF), and SNB Capital, among others. Tamara is Saudi's first fintech unicorn and is backed by Sanabil Investments, SNB Capital, Checkout.com, amongst others, operating out its headquarters in Riyadh, Saudi Arabia with other regional and global support offices. About the role We're looking for an experienced Customer Care Manager to lead UAE customer care from our Cairo site. This is a role for a strong leader who manages through Team Leaders but knows the operation cold — someone who leads with full context and credibility, never secondhand. You won't get blocked by operational detail, you won't lean on your team to understand your own numbers, and you'll contribute substantively to how the operation runs. You own the effectiveness and performance of the UAE Customer Care Team. You set the standard and hold the team to it. Your role Operational Leadership & Performance Management Provide strategic to the Team Leaders, overseeing the daily output and supervision of operational performance to ensure

About Us Tamara is a leading fintech platform in Saudi Arabia and the GCC region with a mission to help people own their dreams built on being simple, trusted, and everywhere our customers need us. Today, more than 25 million customers and over 130,000 partner merchants depend on Tamara every day for reliable financial solutions across retail, travel, education, healthcare, and beyond. Tamara is backed by Sanabil Investments, a wholly owned company of the Public Investment Fund (PIF), and SNB Capital, among others. Your role The Partner Onboarding Advisor is responsible for executing Tamara’s merchant onboarding steps end-to-end for assigned merchants—focusing on accuracy, SLA adherence, and a smooth merchant experience. The role owns KYB, compliance and fraud checks, integration coordination, and activating merchants/partners for go-live readiness. Your responsibilities 1) Merchant intake & case ownership Pick up assigned merchants from the relevant queue/view, take ownership, and manage the case through activation/go-live. Monitor and work on support queues for merchants who are not live yet; action tickets promptly and correctly, ensure all actions/decisions are documented in internal notes, and communicate clearly and professionally with merchants throughout the full ticket lifecycle (updates, requests, and resolution). Make proactive follow-up calls with merchants that have pending actions (e.g., missing go-live requirements, pending integration steps on the me

About Us Tamara is a leading fintech platform in Saudi Arabia and the GCC region with a mission to help people own their dreams built on being simple, trusted, and everywhere our customers need us. Today, more than 25 million customers and over 130,000 partner merchants depend on Tamara every day for reliable financial solutions across retail, travel, education, healthcare, and beyond. Tamara is backed by Sanabil Investments, a wholly owned company of the Public Investment Fund (PIF), and SNB Capital, among others. Your Role Tamara is looking for a detail-oriented and proactive Collections Associate to join our Collections Team. In this role, you will act as a vital link for customers navigating the collection process—investigating complaints, validating information, and driving swift resolutions. This position is ideal for a person who can deep dive in customer payments information and thrives in a fast-paced fintech environment and can transform complex escalations into clear, actionable solutions. This role is based in our Egypt office, located in New Cairo. Your Responsibilities Escalation Management Take full ownership of day-to-day collection escalation tickets. Coordinate with cross-functional teams to ensure timely resolution of customer grievances. Regulatory Compliance & RCA Conduct in-depth Root Cause Analysis (RCA) for all regulatory and Legal escalations . Draft professional, accurate, and compliant responses on Salesfroce portal and Emails. Iden