Quality Assurance Team Leader, Customer Service

Job title: Quality Assurance Team Leader

Location: Sheikh Zayed, on-site

About noon

We’re building an ecosystem of digital products and services that power everyday life across the Middle East—fast, scalable, and deeply customer-centric. Our mission is to deliver to every door every day. We want to redefine what technology can do in this region, and we’re looking for a (add title) who can help us move even faster.

noon’s mission: Every door, every day.

What you'll do:

Team noon has some of the fastest, smartest, and hardest-working people we've encountered. With a young, aggressive, and talented team, we're driving major missions forward.

Responsibilities:

1. Oversee the quality monitoring process in the call center to ensure that customer interactions align with company standards and compliance requirements.
2. Shares continual responsibility for deciding how to manage the quality analysts, ensuring audits are carried out efficiently and effectively
3. Responsible for driving the design for customer-centric model operations of customer interactions, processes, and standards
4. Should be an effective quality advisor who initiates process, technology and people-oriented change deploying mechanisms that ensure a world class and consistent performance
5. Facilitates reviews, calibrations, action plans and liaises with all respective stakeholders such as Training & Customer Experience Leadership
6. Has deeper understandings of Quality Inputs and Outputs along with skillsets to devise adequate measures to address qualitative and customer experience objectives
7. Demonstrates Analytical and statistical approach that enables conclusive insights and data driven actions across relevant business levers (agents, training, process, technology)
8. Helps minimize ambiguity in the operations and service delivery
9. Develops proactive solutions and controls efficacy of the actions to close loop on gaps and deviations
10. Highlights key findings & areas of opportunities related to domain/business to the higher leadership

What you'll need:

• 3+ years of experience as a Quality 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 a fast-paced, high-pressure environment while ensuring quality standards are met.
• Advanced knowledge of MS Office and databases
• Excellent communication skills
• Experience with CX (Customer Experience) analysis and process optimization.
• Certification in Quality Management (e.g., Six Sigma, COPC, or related QA programs) is a plus.

Who will excel?

• We’re looking for people with high standards, who understand that hard work matters.
• You need to be relentlessly resourceful and operate with a deep bias for action.
• We need people with the courage to be fiercely original.
• noon is not for everyone; readiness to adapt, pivot, and learn is essential.