Manager - Quality, Training, and CSAT

Job Description About noon We're 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 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): - Own Frontline CSAT: Be the key driver responsible for maximizing Customer Satisfaction (CSAT) and First Contact Resolution (FCR) metrics for the frontline team. - Trend Identification: Regularly analyze CSAT feedback, comments, and low-scoring survey results to determine the underlying root causes (e.g., product issues, process confusion, or training deficiencies). - Action Planning: Translate quality and CSAT data insights into clear, measurable action plans for frontline team leaders to implement with their respective teams. 3. Training, Upskilling & Coaching: - New Hire Training: Own the soft skills and process training component of the new hire onboarding program, ensuring all agents are equipped to meet quality standards before taking live contacts. - Targeted Upskilling: Design and deliver focused training modules to address identified quality and performance gaps, covering essential skills like active listening, rapport building, clear explanation of complex policies, and efficient navigation of support tools. - On-the-Floor Coaching: Partner with Team Leaders to provide real-time, side-by-side coaching and constructive feedback to agents based on QA and CSAT results, helping them master critical interaction skills. 4. Documentation & Process Improvement: - Knowledge Management: Ensure all procedural documentation, talking points, and frontline scripts are accurate, up-to-date, and optimized for speed and clarity in the contact center environment. - Feedback Loop: Establish a formal, continuous feedback loop with Operations, Product, and Content teams to proactively address and resolve systemic issues that negatively impact frontline performance and customer experience. What you'll need: - Experience: 5+ years of experience in a high-volume Contact Center setting, with a minimum of 1 year focused directly on Quality Assurance, Coaching, or Training roles. - Contact Center Tools: Strong working knowledge of standard contact center technologies, including CRM, Quality Monitoring Software, and Learning Management Systems (LMS). - Training Acumen: Proven ability to create engaging training content and deliver impactful coaching sessions to large groups and individuals. - Analytical Skills: Strong ability to read, interpret, and action data from performance dashboards (CSAT, QA scores, AHT) to identify actionable coaching opportunities. - Soft Skills: Excellent verbal communication, written skills, and a demonstrated ability to motivate, lead, and positively influence frontline staff and management. 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.