Job
Description
As a Senior Quality Lead at noon, based in Gurgaon, India, you will play a crucial role in overseeing the quality monitoring process in the call center to ensure that customer interactions align with company standards and compliance requirements. You will be responsible for managing the quality analysts, conducting audits efficiently, and driving the design for customer-centric model operations. Your role will involve initiating process, technology, and people-oriented changes to ensure world-class and consistent performance. Your responsibilities will include facilitating reviews, calibrations, and action plans, while collaborating with stakeholders such as Training & Customer Experience Leadership. You will possess a deep understanding of Quality Inputs and Outputs, enabling you to devise measures to address qualitative and customer experience objectives. Utilizing analytical and statistical approaches, you will derive conclusive insights and data-driven actions across various business levers. To excel in this role, you should have at least 3 years of experience as a Quality Lead in a multi-language, global customer service environment. Strong knowledge of quality assurance metrics, KPIs, and evaluation techniques is essential, along with being data-driven with excellent analytical and statistical skills. Your attention to detail, result-driven approach, organizational and leadership abilities, and the ability to make decisions in ambiguous situations will be crucial. You should be adept at working in a fast-paced, high-pressure environment while maintaining quality standards. Advanced knowledge of MS Office and databases, excellent communication skills, experience with CX analysis, and process optimization are desired. A certification in Quality Management (e.g., Six Sigma, COPC, or related QA programs) is considered a plus. To thrive at noon, you must possess high standards, understand the value of hard work, and be relentlessly resourceful with a deep bias for action. Adaptability, willingness to pivot, and a continuous learning mindset are essential traits for success in our dynamic environment.,
