Quality Assurance Supervisor, Customer Service

Job title: Quality Assurance Supervisor

Location: Shaikh Zayed, Giza, Egypt

Reporting to: Quality Manager

About noon

noon, the region's leading consumer commerce platform. On December 12th, 2017, noon launched its consumer platform in Saudi Arabia and the UAE, expanding to Egypt in February 2019. The noon ecosystem of services now includes marketplaces for food delivery, quick-commerce, fintech, and fashion. noon is a work in progress; were six years in, but only 5% done.

noons mission: Ring every doorbell, everyday.

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.

-Provides statistical and performance feedback and coaching on a regular basis to each team member.

-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 leadership.

-Leading and mentoring the team to deliver high-output quality assurance process by providing inductions and training when required.

Who will excel

- 5+ years of experience as a quality assurance TL or relevant role, preferably in a multi-language, global customer service environment.

-Thorough knowledge of methodologies of quality assurance and standards.

-Must be Data- Driven oriented with excellent analytical & Statistics Skill.

-Self-starter, energetic person ready to make a change.

-Excellent communication skills.

-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 conduct on going interpersonal interactions, with proven people management skills.

-Advanced knowledge of MS Office and databases.

-Fluent in English and Arabic (written and oral).