Overview
Quality Assurance Team Leader, Customer Service Jobs in El Sheikh Zaid, Al Jizah, Egypt at noon
Title: Quality Assurance Team Leader, Customer Service
Company: noon
Location: El Sheikh Zaid, Al Jizah, Egypt
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:
- 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 measures 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
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.
