Manager - Quality, Training, and CSAT

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 Manager, Quality, Training & CSAT Lead 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.

The Quality, Training & CSAT Lead for the Frontline Customer Service Team is responsible for establishing and maintaining the benchmark for high-quality customer interactions across all contact center channels (voice, chat, email). This role directly drives improvements in Customer Satisfaction (CSAT) and first-contact resolution by designing effective training, managing the quality assurance program, and coaching agents to mastery.

Key Responsibilities

1. Frontline Quality Assurance & Auditing :

• Design Quality Framework : Develop and manage the Quality Assurance (QA) scorecard and audit process for frontline interactions, focusing on adherence to standard operating procedures (SOPs), soft skills, and compliance.
• Execute Audits & Calibration : Conduct consistent and fair quality audits on a regular basis. Lead daily / weekly calibration sessions with Team Leaders to ensure scoring consistency and alignment on expected interaction quality.
• Performance Reporting : Generate and analyze detailed QA reports to identify individual agent and team-wide areas for improvement, highlighting key quality gaps and the connection to customer behavior.

2. CSAT and Root Cause Analysis (RCA) :

3. Training, Upskilling & Coaching :

4. Documentation & Process Improvement :

What you'll need :

Who will excel

Skills Required

Analytical Skills, Quality Assurance, Crm