Job
Description
As a Senior Quality Lead at noon, you will play a crucial role in overseeing the quality monitoring process in the call center to ensure customer interactions align with company standards and compliance requirements. Your responsibilities will include driving the design for customer-centric model operations, initiating process-oriented changes, and facilitating reviews and action plans with relevant stakeholders. Your analytical and statistical approach will enable data-driven actions to improve business levers such as agent performance, training, processes, and technology. Additionally, you will develop proactive solutions, control efficacy of actions, and highlight key findings to the higher leadership. To excel in this role, you should have 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. Being data-driven with excellent analytical and statistical skills, attention to detail, and result-driven approach will be beneficial. Your advanced knowledge of MS Office and databases, along with excellent organizational and leadership abilities, will contribute to your success. Experience with CX analysis and process optimization, as well as certification in Quality Management programs like Six Sigma or COPC, will be advantageous. At noon, we value individuals with high standards, a deep bias for action, and the courage to be original. Adaptability, pivoting, and continuous learning are essential traits for success in our fast-paced and customer-centric environment. If you are ready to drive quality excellence and redefine customer experience in the Middle East, noon is the place for you. As a Senior Quality Lead at noon, you will play a crucial role in overseeing the quality monitoring process in the call center to ensure customer interactions align with company standards and compliance requirements. Your responsibilities will include driving the design for customer-centric model operations, initiating process-oriented changes, and facilitating reviews and action plans with relevant stakeholders. Your analytical and statistical approach will enable data-driven actions to improve business levers such as agent performance, training, processes, and technology. Additionally, you will develop proactive solutions, control efficacy of actions, and highlight key findings to the higher leadership. To excel in this role, you should have 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. Being data-driven with excellent analytical and statistical skills, attention to detail, and result-driven approach will be beneficial. Your advanced knowledge of MS Office and databases, along with excellent organizational and leadership abilities, will contribute to your success. Experience with CX analysis and process optimization, as well as certification in Quality Management programs like Six Sigma or COPC, will be advantageous. At noon, we value individuals with high standards, a deep bias for action, and the courage to be original. Adaptability, pivoting, and continuous learning are essential traits for success in our fast-paced and customer-centric environment. If you are ready to drive quality excellence and redefine customer experience in the Middle East, noon is the place for you.
