Customer Service Quality Assurance Lead

AlFuttaim; Dubai; On-site; AED 100,000 - 145,000; Full time

Job summary

Al-Futtaim in Dubai, United Arab Emirates, is seeking a Customer Service Quality Assurance Executive to monitor and evaluate interactions across voice, email, and digital channels, ensuring adherence to SOPs and regulatory requirements.

The role focuses on documenting findings, providing actionable feedback, and supporting coaching and process improvements to raise service quality and customer satisfaction.

Qualifications

• 2–3 years in customer service, contact centre operations or quality assurance
• Experience in call monitoring, customer interaction evaluations or quality reviews preferred
• Familiarity with customer service procedures and contact centre performance standards
• Excellent written and verbal communication
• Attention to detail in reviewing interactions and documenting findings
• Ability to deliver clear, professional and respectful feedback

Responsibilities

• Review customer interactions across voice, email and digital channels to assess service quality and consistency
• Conduct quality evaluations against approved assessment criteria, service standards and procedures
• Evaluate compliance with SOPs and regulatory requirements
• Identify service gaps and opportunities to improve customer experience
• Maintain accuracy and consistency when reviewing performance
• Support quality reporting by maintaining organized evaluation records
• Share constructive feedback and coaching recommendations to improve service performance
• Monitor adherence to procedures and confidentiality of customer information

Skills

Communication skills

Attention to detail

Analytical skills

Feedback delivery

Organizational skills

Customer focus

Confidentiality

KPI knowledge

Education

High school diploma

Diploma/certification in customer service or QA

Tools

Microsoft Excel

Job description

Al-Futtaim in Dubai, United Arab Emirates, is seeking a Customer Service Quality Assurance Executive to monitor and evaluate interactions across voice, email, and digital channels, ensuring adherence to SOPs and regulatory requirements.

The role focuses on documenting findings, providing actionable feedback, and supporting coaching and process improvements to raise service quality and customer satisfaction.