Assistant Manager, Training And Quality

Job title : Assistant Manager, Training and Quality

Location : India

Reporting to : Manager, Training and Quality

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 an Assistant Manager, Training and Quality 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.

Assistant Manager, Training and Quality will ensure that the e-commerce contact center delivers consistently high-quality customer service across all channels (calls, chat, email, etc.), and that agents are properly trained and continuously developed. This role combines quality assurance, performance monitoring, training design & delivery, and process-improvement responsibilities. The aim is to elevate customer satisfaction, service consistency, and agent.

Responsibilities :

Quality Assurance & Performance Monitoring

• Monitor and evaluate customer interactions regularly through call monitoring, chat / email reviews, scorecards, and evaluation forms.
• Agent performance, adherence to scripts / procedures, tone, accuracy, compliance, and service quality.
• Analyze quality data and key metrics (e.G. customer satisfaction scores, first-call resolution, average handling time, compliance with SOPs) to identify areas of improvement.
• Provide feedback and coaching to agents and supervisors based on QA findings;

hold calibration sessions to keep evaluation standards consistent.

Training & Development

What you'll need :

Who will excel?

readiness to adapt, pivot, and learn is essential.