Job Title

Job DescriptionAbout noon is a technology leader with a simple mission: to be the best place to buy and sell things. In doing this we hope to accelerate the digital economy of the Middle East, empowering talent and businesses to meet the full range of consumers' online needs.noon operates without boundaries; we are aggressively and voraciously ambitious. Starting in 2017 with , the region’s homegrown e-commerce platform and leading online shopping destination, noon is now a digital ecosystem of products and services - noon, noon in Minutes, noon Food, NowNow, SIVVI, noon VIP, and noon one.At noon we have the courage to pursue what seems impossible, we work hard to get things done, we go to great lengths to ensure that the experience of everyone from our customers to our sellers or noon Bandidos is stellar but above all, we are grateful for the opportunities we have. If you feel the above values resonate with you – you will enjoy this incredible journey with us!Who are we? At noon, we aspire to be the most customer-centric and relevant digital company in the region. To reach this goal, we need exceptionally talented, bright, and driven people who love the hustle. If you'd like to help us build a place where everyone can find and buy anything online in the region, this is your chance to make history.What are we looking for? We’re looking for a passionate and dynamic Quality Assurance Supervisor who will monitor quality to develop and operate a world class customer support team for our customers. You’ll work alongside some of the brightest minds who always push the bar higher and set new benchmarks.What will the role look like? You will: Oversee the quality monitoring process in the call center to ensure that customer interactions align with company standards and compliance requirements. Shares continual responsibility for deciding how to manage the quality analysts, ensuring audits are carried out efficiently and effectively Responsible for driving the design for customer centric model operations of customer interactions, processes, and standards Should be an effective quality advisor who initiates process, technology and people-oriented change deploying mechanisms that ensure a world class and consistent performance Facilitates reviews, calibrations, action plans and liaises with all respective stakeholders such as Training & Customer Experience Leadership Has deeper understandings of Quality Inputs and Outputs along with skillsets to devise adequate measure to address qualitative and customer experience objectives Demonstrates Analytical and statistical approach that enables conclusive insights and data driven actions across relevant business levers (agents, training, process, technology) Helps minimize ambiguity in the operations and service delivery Develops proactive solutions and controls efficacy of the actions to close loop on gaps and deviations Highlights key findings & areas of opportunities related to domain/business to the higher leadershipAttributes to succeed in the role Skills experiences and behaviors required: 3+ years of experience as a quality assurance TL or relevant role, preferably in a multi language, global customer service environment Strong knowledge of quality assurance metrics, KPIs, and evaluation techniques. Must be Data- Driven with excellent analytical & Statistics Skill Great attention to detail and a result driven approach Excellent organizational and leadership abilities Ability to function and make decisions in ambiguous situations along with Conflict and Contingency Management experiences Ability to work in afast-paced, high-pressure environmentwhile ensuring quality standards are met. Advanced knowledge of MS Office and databases Excellent communication skills Experience withCX (Customer Experience) analysis and process optimization . Certification inQuality Management (e.g., Six Sigma, COPC, or related QA programs)is a plus.Who will excel? We’re looking for candidates who thrive in a fast-paced, dynamic start-up environment. We’re searching for problem solvers, people who operate with a bias for action and have a deep understanding of the importance of resourcefulness over-reliance.Candor is our only default. Demanding unequivocal high standards should be non-negotiable because quality matters. We want people who are radically candid, cohorts who commit to settling for nothing but the best - in hiring, in accepting work from colleagues, and in your own work.Ours is not an easy mission, but it is a meaningful one. Every hire must actively raise the bar of talent in the company to help us reach our vision.Is this you?