Quality Assurance Manager

About the role

The Quality Assurance Manager will design, implement and continuously improve QA and training frameworks for Al-Futtaim's Customer Care operations. The role focuses on delivering consistent service quality and exceptional customer experiences across all channels.

Key responsibilities

• Establish and manage a formal QA framework for voice, email and digital interactions.
• Design scorecards, calibration processes and audit cycles; monitor performance through evaluations.
• Identify recurring issues, lead root‑cause analysis and drive corrective actions with Operations teams.
• Ensure compliance with SOPs and regulatory requirements; track key performance indicators.
• Develop and execute a comprehensive training roadmap, including onboarding, upskilling and certification programs.
• Conduct regular coaching sessions and measure training completion rates and time‑to‑proficiency.

Required profile

• Proven experience in quality management within a contact‑center or customer‑care environment.
• Strong analytical mindset with ability to translate data into actionable improvements.
• Excellent communication and stakeholder‑management skills.
• Ability to lead cross‑functional initiatives and drive measurable results.

Required skills

• Quality assurance methodology
• Root‑cause analysis
• Training design and delivery
• Performance monitoring and reporting

What we offer

• Opportunity to shape QA strategy for a leading regional financial services brand.
• Collaborative, values‑driven work environment.
• Competitive compensation package.