Quality Lead

Job Description- Quality Lead

About noon

noon.com 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 noon.com, the region's homegrown e-commerce platform and leading online shopping destination, noon is now a digital ecosystem of products and services - noon, noon Daily, noon Food, NowNow, SIVVI, noon VIP, and noon Pay.

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!

Job Summary:

The Quality Lead in the Customer Support department will be responsible for overseeing and improving the overall quality of customer interactions. This role focuses on monitoring, evaluating, and enhancing the performance of the support team to ensure exceptional customer experiences. The Quality Lead will implement quality frameworks, audit customer interactions, and lead coaching initiatives, ensuring adherence to company standards and customer satisfaction goals.

Key Responsibilities:

Quality Assurance Monitoring:

• Evaluate and audit customer interactions (calls, emails, chats, and tickets) to ensure compliance with customer service standards and company policies.
• Conduct regular reviews of support processes, identifying improvement areas.

Performance Management:

• Analyze performance metrics and trends related to customer satisfaction (CSAT), first contact resolution (FCR), response times, and issue resolution quality.
• Provide constructive feedback to support agents and supervisors based on quality assessments.
• Facilitate agent coaching and mentoring sessions to improve performance.

Process Improvement:

• Identify and implement best industry practices for improving service quality and customer experience.
• Collaborate with cross-functional teams (Training, Operations, Product) to address root causes of recurring issues and improve the overall customer journey.

Reporting & Analytics:

• Generate and present quality assurance reports, including performance trends, insights, and actionable recommendations.
• Track quality improvement initiatives and measure their effectiveness.

Training & Development:

• Partner with the Training department to design and deliver quality improvement training sessions for new and existing customer support agents.
• Create guidelines, quality standards, and performance scorecards for the team.

Customer Satisfaction Focus:

• Lead efforts to improve Customer Satisfaction (CSAT) and Net Promoter Score (NPS) by ensuring high-quality interactions and resolution processes.
• Act as a point of escalation for high-impact customer issues, ensuring resolution in line with company quality standards.

Key Performance Indicators (KPIs):

• Customer Satisfaction (CSAT) and Net Promoter Score (NPS) improvement.
• Accuracy and resolution rate in customer interactions.
• Quality score improvement across regions.
• Reduction in customer complaints or escalations due to poor quality.

Qualifications:

• Fluency in Arabic language is a must.
• Bachelor's degree in Business, Customer Service, Management, or a related field (or equivalent experience).
• Minimum of 3-5 years of experience in customer service or quality assurance, with at least 2 years in a supervisory or leadership role.
• Experience in developing and implementing quality assurance programs.
• Strong analytical skills with the ability to interpret performance metrics and data trends.
• Excellent communication, coaching, and feedback delivery skills.
• Proficiency in customer support software and quality management tools (e.g., CRM systems, QA monitoring platforms).
• Familiarity with Lean, Six Sigma, or other quality improvement methodologies 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.