Quality Analyst

7 days ago

Gurugram, India noon Full time

Job Title: Quality Analyst

Location: Gurugram, India


About noon

noon.com is a technology leader with a simple mission: to be the best place to buy and sell things. In doing this we hope to accelerate the digital economy of the Middle East, empowering talent and businesses to meet the full range of consumers' online needs.


noon operates without boundaries; we are aggressively and voraciously ambitious. Starting in 2017 with noon.com, the region’s homegrown e-commerce platform and leading online shopping destination, noon is now a digital ecosystem of products and services - noon, noon Daily, noon Food, NowNow, SIVVI, noon VIP, and noon Pay.


At noon we have the courage to pursue what seems impossible, we work hard to get things done, we go to great lengths to ensure that the experience of everyone from our customers to our sellers or noon Bandidos is stellar but above all, we are grateful for the opportunities we have. If you feel the above values resonate with you – you will enjoy this incredible journey with us


What will the role look like?


You will:

  • Call Monitoring (remote or side-by-side)
  • Conduct briefings for all operational staff working in the Process
  • Carry out trend analysis for top errors and advisor level analysis
  • Ensure adherence to Quality SLAs
  • Performing random disposition audits for calls taken by agents
  • Sharing of feedback with CSR on a timely basis.
  • Conducting performance evaluations and focus group with operational staff and documenting of feedback provided to reduce error rate.
  • Preparation of call monitoring data & related internal reports
  • Report performance of agents and statistics through daily and weekly reports submitted to the Manager.


Skills experiences and behaviors required

  • Good communication in English (written & spoken) is a MUST
  • 1 year of experience in a Contact Center as a Quality Assurance analyst is A MUST
  • Experience in auditing Chats/Emails/Calls and directly sharing feedback with customer service representatives.
  • Production and accuracy oriented with flexibility to business needs
  • Basic knowledge of Excel and word
  • Customer oriented with a high level of attention to details.



Who will excel?

We’re looking for candidates who thrive in a fast-paced, dynamic start-up environment. We’re searching for problem solvers, people who operate with a bias for action and have a deep understanding of the importance of resourcefulness over reliance.


Candor is our only default. Demanding unequivocal high standards should be non-negotiable because quality matters. We want people who are radically candid, cohorts who commit to settling for nothing but the best - in hiring, in accepting work from colleagues, and in your own work.


Ours is not an easy mission, but it is a meaningful one. Every hire must actively raise the bar of talent in the company to help us reach our vision.

Is this you?

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