Quality Analyst

4 weeks ago

Gurgaon, Haryana, India noon Full time
Job Description

Job Title: Quality Analyst

Location: Gurgaon, India

Reporting to: Assistant Manager Quality

About noon

Were building an ecosystem of digital products and services that power everyday life across the Middle Eastfast, 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 were looking for a Quality Analyst who can help us move even faster.

noons mission: Every door, every day.

Launched in 2022, noon Minutes is noons quick-commerce platform, delivering everyday essentials in just minutes across Saudi Arabia, the UAE, and Egypt. Leveraging cutting-edge technology and real-time logistics, we are redefining convenience in the region one order at a time.

What Youll Do

As a Quality Analyst at noon Minutes, youll play a critical role in ensuring top-notch customer service delivery by evaluating and improving our agents interactions across various channels. Youll be responsible for identifying trends, delivering actionable insights, and partnering with operations to maintain the highest standards.

Responsibilities

- Monitor customer interactions (Calls, Chats, Emails, and Tickets), either remotely or side-by-side.
- Conduct regular briefings with operational staff to share insights and updates.
- Analyze quality audits and testing results to recommend actionable improvements.
- Perform trend and root-cause analysis to identify top errors and advisor-level performance gaps.
- Conduct random disposition audits of agent interactions.
- Provide timely and constructive feedback to Customer Service Representatives (CSRs).
- Facilitate focus groups and performance evaluations to drive improvement.
- Prepare and share regular internal reports, including call monitoring data and agent performance metrics.
- Ensure adherence to Quality SLAs and internal quality benchmarks.
- Collaborate closely with Team Leaders and Training teams to address performance and process gaps.

What Youll Need

- Minimum 2 years of experience as Quality Analyst
- Fluent in English (both written and spoken).
- Previous experience auditing customer service interactions and providing direct feedback to agents is a plus.
- Strong attention to detail with a customer-first mindset.
- Proficiency in Microsoft Excel and Word (basic level required).
- Ability to adapt quickly to dynamic environments and shifting priorities.
- A data-driven mindset with a passion for operational excellence.

Who will excel

- Were 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.

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