Customer Care QA & Training Leader

Al-Futtaim; Dubai; On-site; AED 260,000 - 380,000; Full time

Job summary

Al-Futtaim is seeking a Quality Assurance Manager to design, implement, and improve QA and training frameworks across Customer Care. The role ensures service consistency and customer experience excellence.

You will establish QA frameworks across channels, design scorecards, monitor performance, and drive root cause analyses with Operations. The position includes training roadmaps, onboarding, and certification programs for CSR readiness.

Qualifications

• Bachelor's degree in Business or Operations or equivalent.
• 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.

Responsibilities

• 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 via call/email evaluations and provide actionable coaching.
• Identify recurring issues and conduct root cause analyses with Operations teams.
• Ensure SOP compliance and regulatory adherence.
• Track KPIs like evaluations per agent, QA scores, and CSAT post-coaching.

Skills

Leadership

QA frameworks

LMS systems

Stakeholder management

Coaching

Communication

Education

Bachelor's degree in Business or Operations

Tools

LMS systems

Job description

Al-Futtaim is seeking a Quality Assurance Manager to design, implement, and improve QA and training frameworks across Customer Care. The role ensures service consistency and customer experience excellence.

You will establish QA frameworks across channels, design scorecards, monitor performance, and drive root cause analyses with Operations. The position includes training roadmaps, onboarding, and certification programs for CSR readiness.