Quality Assurance Manager
Ounass
Posted 5 hours ago
Employment Type
Full Time
Location
Dubai
Requirements
5+ years, Call centre, Team leadership, QA frameworks, KPI development, Excel proficiency, CRM platforms, Analytical skills
Required Skills
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.