Ounass

Quality Assurance Manager

Ounass

Posted 1 month ago

Employment Type

Full Time

Location

Dubai

Job Listing No Longer Available

This job posting is no longer accepting applications. It may be more than 30 days old or the position has been filled.

Requirements

5+ years, Call centre, Team leadership, QA frameworks, KPI development, Excel proficiency, CRM platforms, Analytical skills

Required Skills

Quality Assurance QA Call Centre Customer Service QA Frameworks Root Cause Analysis Quality Monitoring KPI CRM Excel Six Sigma COPC Continuous Improvement

Job Description

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.

How to Apply

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