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. Develop and generate regular reports and dashboards summarizing quality trends, performance gaps and compliance with service quality. Training & Development Design and develop comprehensive training programs (onboarding, refresher, upskilling) product/service knowledge, system tools (CRM, chat, order management), customer-service soft skills and complaint resolution, Deliver training sessions individually or in groups via methods such as classroom instruction, role-plays, and on-the-job coaching. Continuously assess training needs based on quality audit findings and customer feedback. Support onboarding of new hires, ensure they are fully prepared before handling real customer interactions (cover systems, policies, soft skills, compliance). In collaboration with operations and management teams, use QA data and customer feedback to recommend process improvements, updates in procedures or workflows to enhance service quality and efficiency Work on root-cause analysis for recurring quality issues or customer complaints, and lead corrective or preventive action plans. Provide regular reports to management summarizing training outcomes, QA results, improvement initiatives, trends, and key quality and performance indicators. What you'll need: Previous experience in a contact center environment preferably in e-commerce, multi-channel customer service, or BPO. Demonstrated experience in quality assurance / quality control, training, coaching, or similar roles within a contact center. Strong analytical skills ability to interpret performance data, spot trends, identify issues, and recommend improvements. Excellent communication skills (verbal and written), with an ability to give clear, constructive feedback. Training design and delivery skills, ability to develop engaging training content, conduct workshops/sessions, adapt to different learning styles. Knowledge of contact-center systems and tools (CRM, ticketing, chat, email, call-recording / monitoring systems), as well as e-commerce operations and common customer issues. Flexibility and adaptability to handle changing policies, product changes, peak-period workloads, and evolving e-commerce dynamics. 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.