Quality Assurance Manager

Required Skills

The ideal candidate will possess a Bachelor's degree in Business or Operations and 5-7 years of experience in customer care or contact center management, preferably within financial services in the UAE or GCC. Strong leadership, people management, analytical, and coaching skills are essential, along with extensive knowledge of call center QA frameworks and LMS systems.

Job description / Role Job Type Full Time Job Location Dubai, UAE Nationality Any Nationality Salary Not Specified Gender Not Specified Arabic Fluency Not Specified Job Function Customer Service Company Industry Retail About the company Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United Arab Emirates. Structured into five operating divisions; automotive, financial services, real estate, retail and healthcare; employing more than 35,000 employees across more than 20 countries in the Middle East, Asia and Africa, Al-Futtaim Group partners with over 200 of the world's most admired and innovative brands. Al-Futtaim Group's entrepreneurship and relentless customer focus enables the organization to continue to grow and expand; responding to the changing needs of our customers within the societies in which we operate. By upholding our values of respect, excellence, collaboration and integrity; Al-Futtaim Group continues to enrich the lives and aspirations of our customers each and every day. Overview of the role 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. Required skills to be successful 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. About the Company Established in the 1930's, the Al-Futtaim Group initially operated as a trading enterprise. Rapid development throughout the 1940's and 50's saw it establish itself regionally as an integrated commercial, industrial and services organisation, positioning itself one of the leading business houses in the lower Gulf region. Today, it operates collectively over 40 companies bearing the Al-Futtaim name, dominates many market segments in the UAE, and has expanded its sphere of operation to include Bahrain, Kuwait, Qatar, Oman and Egypt. The Group comprises a diverse range of strategically positioned operating subsidiaries and associate companies, structured to give the Al-Futtaim Group the flexibility and versatility to keep ahead of local competition while keeping pace with the ever-evolving global business scenario. The Groups continued investment in world-class systems technology is clear evidence of its commitment to maintain leading edge performance and service delivery. The success of the Al-Futtaim Group can be attributed to a business approach that combines the ability to change with the traditional values of integrity, service and social responsibility that define its core business philosophy. This, linked with the Groups belief in decentralisation, gives the heads of the operating companies a high degree of functional autonomy and authority, providing the Group with essential flexibility, and individual employees a clearly defined work culture and sense of responsibility. Apply Now