Quality Assurance Manager – Luxury E‑commerce Call Centre

About the role

We are looking for an experienced Quality Assurance Manager to lead and elevate quality standards across our Customer Care and Call Centre operations in a fast‑paced luxury e‑commerce environment. You will champion the Voice of the Customer, drive continuous improvement, and ensure a seamless service experience across both human and AI‑driven channels.

Key responsibilities

• Design and evolve a holistic QA framework that spans the entire service experience, ensuring consistency across all touchpoints.
• Lead the Voice of the Customer (VoC) program, turning NPS and CSAT data into actionable insights.
• Analyze performance data to guide stakeholder decisions and improve operational efficiency.
• Oversee quality standards for both human agents and AI‑driven support tools.
• Mentor and develop a team of QA professionals, fostering a customer‑first culture.

Required profile

• Proven experience leading QA teams in call centre or e‑commerce settings.
• Strong analytical mindset with the ability to interpret NPS, CSAT and other performance metrics.
• Excellent communication skills and the ability to influence cross‑functional stakeholders.
• Track record of implementing continuous improvement initiatives.

Required skills

• Data analysis of NPS and CSAT metrics.
• Experience with Voice of Customer (VoC) programs.
• Knowledge of AI‑driven customer service platforms.

What we offer

• Opportunity to shape quality standards for a leading luxury e‑commerce brand.
• Hybrid working model based in Dubai.
• Collaborative environment focused on customer excellence.