Quality Assurance Executive - Customer Service

AlFuttaim; Dubai; On-site; AED 60,000 - 100,000; Full time

Job summary

Al-Futtaim is seeking a detail-oriented Quality Assurance Executive in Dubai to monitor customer service quality across calls and emails, ensuring accuracy and compliance. You will document findings, provide feedback, and support coaching to improve performance.

The role emphasizes analysis of interactions, calibration sessions, and maintenance of QA records to support first-contact resolution and customer satisfaction goals.

Qualifications

• High school diploma or equivalent required.
• Diploma or certification in customer service, quality assurance, or business is an advantage.
• 2–3 years of experience in customer service, contact centre operations, or quality assurance.

Responsibilities

• Monitor customer service quality across calls, emails, and channels.
• Evaluate interactions using QA scorecards and criteria.
• Provide constructive feedback and coaching support.
• Prepare quality reports and track evaluation records.
• Ensure compliance with SOPs and regulatory requirements.
• Identify recurring issues and escalate to management.

Skills

Attention to detail

Analytical skills

Documentation

Communication

MS Excel

Education

High school diploma or equivalent

Diploma or cert in customer service/QA

Tools

Microsoft Excel

Job description

Quality Assurance Executive - Customer Service Job Snapshot - Role: Quality Assurance Executive - Location: Dubai, United Arab Emirates - Industry: QA Quality Control - Function: Quality Assurance - Experience: 2-3 years - Job Type: Full Time - Work Arrangement: On-site

Position Overview

Al-Futtaim is seeking a detail-oriented Quality Assurance Executive to monitor customer service quality, evaluate customer interactions, and support continuous improvement in service delivery in Dubai, United Arab Emirates. The role involves reviewing customer communications across telephone calls, emails, and other approved channels to assess service accuracy, communication standards, process compliance, and customer handling. The Quality Assurance Executive will document evaluation findings, provide constructive feedback, support coaching activities, and identify recurring issues that require corrective action. The successful candidate will contribute to improved customer satisfaction, first-contact resolution, regulatory compliance, revenue protection, and cost-to-serve efficiency through consistent quality monitoring and accurate reporting.

Job Details

• Country: United Arab Emirates
• City: Dubai
• Industry: QA Quality Control
• Function: Quality Assurance
• Salary: Not disclosed
• Gender: No Preference
• Candidate Nationality: Not specified
• Job Type: Full Time
• Work Arrangement: On-site

Key Responsibilities

• Customer Interaction Quality Monitoring
  • Review sampled customer interactions across telephone calls, emails, and other approved communication channels.
  • Evaluate interactions using the assigned quality assurance scorecards and approved assessment criteria.
  • Assess the accuracy of information provided to customers and the effectiveness of customer handling.
  • Monitor communication quality, case documentation, process adherence, and compliance with established requirements.
  • Record evaluation results with clear, factual, and objective comments.
  • Maintain complete and accurate quality evaluation records for operational reference and review.
  • Submit quality assessment results within agreed timelines.
  • Apply consistent scoring standards to ensure reliable and fair evaluation outcomes.
• Feedback and Coaching Support
  • Provide constructive and respectful feedback to employees and supervisors based on quality evaluation findings.
  • Support coaching sessions by sharing specific examples of observed performance gaps.
  • Help identify practical improvement actions to address service quality concerns.
  • Follow up on recurring performance issues and monitor progress after coaching activities.
  • Track the completion and follow-up of agreed coaching actions.
  • Ensure quality feedback is communicated within established timelines.
  • Work with relevant supervisors to support continuous improvement in customer service performance.
• Quality Reporting and Performance Analysis
  • Prepare regular quality performance summaries covering evaluation scores, common errors, customer complaint drivers, and compliance gaps.
  • Maintain accurate quality assurance trackers and supporting evaluation records.
  • Provide reliable quality data for operational reports and performance discussions.
  • Participate in the preparation of information required for quality calibration sessions.
  • Identify recurring quality issues and highlight trends that may affect customer satisfaction or service performance.
  • Escalate serious or repeated quality and compliance concerns to the line manager.
  • Monitor the accuracy and timely submission of quality reports.
  • Support the identification and escalation of recurring service issues requiring management attention.
• Quality Calibration and Process Governance
  • Participate in quality calibration sessions to promote consistency in interaction assessments.
  • Apply approved quality scorecards, Standard Operating Procedures (SOPs), and evaluation guidelines.
  • Maintain consistency in scoring, documentation, and interpretation of quality standards.
  • Identify knowledge gaps that may contribute to repeated service errors.
  • Recommend refresher training or targeted coaching to address identified performance concerns.
  • Suggest improvements to quality assurance checklists and knowledge articles when recurring issues indicate a need for clarification.
  • Support adherence to internal procedures and applicable regulatory requirements.
  • Contribute to reducing repeated quality errors through accurate monitoring and follow-up.
• Confidentiality and Audit Readiness
  • Handle customer and employee information confidentially and in accordance with approved procedures.
  • Maintain complete quality evaluation records for management review and audit purposes.
  • Ensure quality documentation is accurate, organized, and accessible to authorized personnel.
  • Follow approved quality assurance governance requirements.
  • Support audit readiness by maintaining reliable records and consistent evaluation practices.
  • Highlight documentation or compliance concerns requiring corrective action.

Required Skills and Competencies

• Strong attention to detail and the ability to identify service quality issues accurately.
• Good analytical skills for reviewing customer interactions and interpreting evaluation findings.
• Understanding of contact centre operations and customer service quality standards.
• Familiarity with quality assurance scorecards and performance evaluation procedures.
• Knowledge of contact centre Key Performance Indicators (KPIs).
• Understanding of customer complaint handling and service improvement processes.
• Ability to provide clear, objective, and respectful performance feedback.
• Good written and verbal communication skills.
• Ability to document evaluation findings accurately and professionally.
• Proficiency in Microsoft Excel and other Microsoft Office applications.
• Strong organizational skills and the ability to meet reporting and feedback deadlines.
• Ability to maintain confidentiality when handling customer and employee information.
• Collaborative approach to working with supervisors and operational teams.

Qualifications and Experience

• High school diploma or equivalent qualification required.
• Diploma or certification in customer service, quality assurance, or business is an advantage.
• 2-3 years of experience in customer service, contact centre operations, or quality assurance.
• Previous experience in call monitoring, customer interaction evaluations, or quality reviews is preferred.
• Good written and verbal communication skills.
• Strong attention to detail and basic analytical capabilities.
• Working knowledge of Microsoft Excel and other Microsoft Office applications.
• Understanding of contact centre KPIs, quality assurance scorecards, and complaint handling procedures.

Performance Expectations

The Quality Assurance Executive is expected to support consistent and reliable customer service quality through accurate interaction assessments, timely reporting, and effective feedback. Key areas of performance include:

• Accuracy and consistency of quality evaluation scores.
• Timely completion and submission of quality assessments.
• Quality and completeness of evaluation documentation.
• Timely communication of feedback and follow-up on coaching actions.
• Identification and escalation of recurring service quality concerns.
• Compliance with approved quality assurance guidelines and SOPs.
• Reduction of repeated service errors through monitoring and improvement support.
• Maintenance of complete records for audit and management review.

By identifying service gaps and supporting corrective actions, the role contributes to improved customer experience, operational efficiency, and first-contact resolution.

About Al-Futtaim

Established in the 1930s and headquartered in Dubai, Al-Futtaim is a diversified, privately held regional business operating across more than 20 countries. The Group employs more than 40,000 people and operates across automotive, financial services, real estate, retail, and healthcare. Its portfolio includes more than 200 internationally recognized brands, including Toyota, Lexus, IKEA, ACE, and Marks and Spencer. Al-Futtaim focuses on enriching lives and supporting communities through customer-focused services, digital innovation, artificial intelligence, sustainable growth, and strategic partnerships. Guided by its values of Respect, Integrity, Collaboration, and Excellence, the Group continues to develop its businesses while creating long‑term value for customers, communities, and partners.