Quality Assurance Manager – Financial Services

About the role

The Quality Assurance Manager will design, implement and continuously improve QA and training frameworks for Al Futtaim’s Financial Services Customer Care operations in Dubai. The role focuses on ensuring consistent service quality, high customer satisfaction and compliance with SOPs and regulatory standards.

Key responsibilities

• Establish and manage a formal QA framework across voice, email and digital channels, including scorecards, calibration and audit cycles.
• Conduct regular call and email evaluations, provide actionable feedback and drive root‑cause analysis with Operations teams.
• Monitor performance indicators such as evaluations per agent, QA score trends and SLA adherence.
• Develop and execute a comprehensive training roadmap covering onboarding, product knowledge, refresher and up‑skilling programs, and introduce certification schemes for CSR competency.
• Deliver coaching sessions, track training completion rates and time‑to‑proficiency for new hires.
• Report and analyse KPIs including QA scores, First Contact Resolution, SLA compliance and CSAT, and recommend process improvements.
• Partner with the Customer Care Manager to close performance gaps and reduce backlog and SLA breaches.
• Maintain and update SOPs, promote knowledge‑base usage and ensure governance of standardised processes.

Required profile

• Bachelor’s degree in Business, Operations or a related field.
• 5‑7 years of experience in customer care or contact‑centre management, preferably within financial services in the UAE or GCC.
• Proven leadership and people‑management capabilities.
• Strong analytical mindset and ability to coach and develop teams.
• Excellent communication and stakeholder‑management skills.

Required skills

• Knowledge of call‑centre QA frameworks.
• Familiarity with Learning Management System (LMS) platforms.