QA Excellence Manager - Customer Care

Al Futtaim Private Company (LLC); Dubai; On-site; AED 120,000 - 160,000; Full time

Job summary

Al Futtaim Private Company (LLC) is seeking a Quality Assurance Manager to design, implement, and improve QA and training frameworks across Customer Care operations. The role drives improvements in first contact resolution, customer satisfaction and SLA adherence through structured monitoring, coaching and capability development in UAE.

The candidate will establish QA frameworks across channels, develop training roadmaps, and lead certification programs to ensure service excellence across all

Qualifications

• Bachelor's degree in Business or Operations required.
• 5-7 years of experience in customer care or contact centre management, 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.
• Design and implement QA scorecards, calibration processes and audit cycles.
• Monitor performance through call/email evaluations and provide actionable feedback.
• Identify recurring issues and drive root cause analysis with Operations teams.
• Develop a comprehensive training roadmap including onboarding and refresher programs.
• Introduce certification programs for CSR readiness and competency.
• Conduct coaching sessions to improve customer handling and system usage.
• Track KPIs such as QA scores, FCR, SLA adherence and CSAT; propose improvements.

Skills

Call center QA frameworks

LMS systems

Communication skills

Stakeholder management

Analytical skills

Coaching skills

Education

Bachelor's degree in Business or Operations

Job description

Al Futtaim Private Company (LLC) is seeking a Quality Assurance Manager to design, implement, and improve QA and training frameworks across Customer Care operations. The role drives improvements in first contact resolution, customer satisfaction and SLA adherence through structured monitoring, coaching and capability development in UAE.

The candidate will establish QA frameworks across channels, develop training roadmaps, and lead certification programs to ensure service excellence across all