Quality Assurance Manager

• The Quality Assurance Manager is tasked with designing, implementing, and improving QA and training frameworks across Customer Care operations. The role aims to ensure service consistency and customer experience excellence across all business lines. This position drives measurable improvements in first contact resolution, customer satisfaction, and adherence to service level agreements through structured quality monitoring, coaching, and capability building.

What You Will Do:

Quality Management

• Establish and manage a formal QA framework across all customer interaction channels (voice, email, digital).
• Design and implement QA scorecards, calibration processes, and audit cycles.
• Monitor team performance through call/email evaluations and provide actionable feedback.
• Identify recurring issues and drive root cause analysis (RCA) with Operations/Business teams.
• Ensure compliance with SOPs and regulatory requirements.
• Track performance indicators such as number of evaluations per agent/month and improvement in QA scores post-coaching.

Training & Capability Development

• Develop and execute a comprehensive training roadmap including new hire onboarding, product/process training, refresher & upskilling programs.
• Ensure training aligns with customer journey and SOP requirements.
• Introduce certification programs for CSR readiness and competency.
• Conduct regular coaching sessions to improve customer handling, resolution quality, and system usage.
• Monitor training completion rate and time-to-proficiency for new hires.
• Improve performance through coaching hours per employee/month and assessment scores.

Performance Improvement & Analytics

• Track and report key KPIs such as QA scores, First Contact Resolution (FCR), SLA adherence, and CSAT.
• Use QA insights to recommend process improvements and operational changes.
• Partner with the Customer Care Manager to close performance gaps.
• Deploy improvement initiatives to reduce SLA breaches and backlog.

Standardization & Governance

• Own and continuously enhance SOP adherence and standardization across operations.
• Ensure structured processes are followed to reduce inconsistency, errors, and rework.
• Increase knowledge base usage rate and update SOPs regularly.

Desired Candidate Profile

• Leadership and people management skills.
• Knowledge of call center QA frameworks and LMS systems.
• Excellent communication and stakeholder management skills.
• Strong analytical and coaching skills.

What Qualifies You For The Role:

• Bachelor's degree, preferably in Business or Operations.
• 5-7 years of experience in customer care or contact centre management, ideally within financial services in the UAE or GCC.
• Leadership and people management capabilities.
• Extensive knowledge of Call center QA frameworks and LMS systems.