Overview
Quality Analyst – Customer Service Jobs in El Sheikh Zaid, Al Jizah, Egypt at noon
Title: Quality Analyst – Customer Service
Company: noon
Location: El Sheikh Zaid, Al Jizah, Egypt
Job title: Quality Analyst
Location: Shiekh Zayed,Egypt
About noon
noon, the region’s leading consumer commerce platform. On December 12th, 2017, noon launched its consumer platform in Saudi Arabia and the UAE, expanding to Egypt in February 2019. The noon ecosystem of services now includes marketplaces for food delivery, quick-commerce, fintech, and fashion. noon is a work in progress; we’re six years in, but only 5% done.
noon’s mission: Ring every doorbell, everyday.
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.
Responsibilities
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
What you’ll need:
Arabic Speaker with very good 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 high level of attention to details.
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.
