QA Executive - Customer Experience & Compliance

Al-Futtaim; Dubai; On-site; AED 120,000 - 180,000; Full time

Job summary

The Quality Assurance Executive at Al Futtaim Private Company (LLC) will review customer interactions across calls and emails using QA scorecards, document findings, and provide actionable feedback to coaching teams to improve service quality and compliance with SOPs.

Responsibilities include maintaining QA records, generating quality summaries, and supporting calibration governance to reduce recurring errors and ensure audit readiness.

Qualifications

• Fluency in essential QA concepts and measurement.
• Experience with call monitoring, evaluations, or quality reviews is preferred.
• Strong written and verbal communication to document findings.

Responsibilities

• Review sampled customer interactions across calls, emails and other approved channels using QA scorecards.
• Record evaluation results with clear, factual comments and maintain QA records.
• Provide constructive feedback and coordinate coaching actions with employees and supervisors.

Skills

Attention to detail

Analytical skills

Excel & Office

Feedback skills

KPIs & QA scorecards

Education

High school diploma or equivalent

Tools

Microsoft Excel

Office applications

Job description

The Quality Assurance Executive at Al Futtaim Private Company (LLC) will review customer interactions across calls and emails using QA scorecards, document findings, and provide actionable feedback to coaching teams to improve service quality and compliance with SOPs.

Responsibilities include maintaining QA records, generating quality summaries, and supporting calibration governance to reduce recurring errors and ensure audit readiness.