Quality Assurance Manager

Responsibilities

• Define, implement and maintain a comprehensive Quality Assurance framework for customer interactions (calls, chats, emails).
• Develop quality policies, scoring methodologies, KPIs and SLAs aligned with brand and business objectives.
• Lead, coach and grow the QA team; recruit, set performance standards and run calibration sessions.
• Design and run monitoring programmes, audits and root cause analysis; drive corrective and preventative actions.
• Partner with Customer Experience, Operations, Training, Product and Technology to embed quality across the end-to-end customer journey.
• Support testing and validation of customer-facing systems and process changes to minimise service impact.
• Produce regular management reporting, insights and recommendations for senior stakeholders.
• Ensure compliance with legal, regulatory and data protection requirements and champion continuous improvement initiatives.

Requirements

• 5+ years QA
• Call centre
• Team leadership
• QA frameworks
• KPI development
• Monitoring & audits
• Root cause analysis
• CRM platforms
• Excel proficiency

Preferred Qualifications

• Degree or equivalent practical experience.
• Certifications such as Six Sigma, COPC, ISO or related continuous improvement qualifications.
• Experience in luxury e-commerce, retail or hospitality customer service environments.
• Proven experience presenting insights to senior leaders and driving cross-functional change.

Benefits

• Competitive salary and comprehensive benefits package including annual ticket and medical insurance.
• Annual leave and paid leave provisions.
• Relocation support where applicable and career development opportunities.
• Employee discounts and access to exclusive product promotions.

About the Company

Ounass is a leading luxury e-commerce retailer based in the UAE, delivering premium shopping experiences. The role is based in Dubai (hybrid) within the Web Operations / Customer Care function, focused on protecting and elevating the brand experience through best-in-class quality assurance.