Quality Assurance Manager

TP; Dubai; On-site; AED 300,000 - 520,000; Full time

Job summary

TP in Dubai is seeking a Quality Assurance Manager to develop and run QA programs for the contact center, ensuring best-in-class customer experience and compliance with company standards. The role focuses on monitoring interactions, identifying improvements, and collaborating with Operations to drive performance and service delivery across channels.

The ideal candidate brings 5–8 years of QA in contact centers, with leadership experience, and familiarity with COPC/ISO standards.

Qualifications

• Bachelor’s degree in a related field and 5–8 years in contact center operations and QA.
• 2–3 years in a leadership QA role with coaching experience.
• Experience managing quality programs in BPO or customer service environments; strong CX knowledge.

Responsibilities

• Develop and maintain the Contact Center Quality Assurance framework, policies, and procedures.
• Design quality scorecards and evaluation criteria across all channels (voice, email, chat, social).
• Monitor and evaluate customer interactions to ensure adherence to quality standards and compliance requirements.
• Conduct calibration sessions with Team Leaders and Operations Managers for scoring consistency.
• Oversee quality audits and maintain quality monitoring schedules.

Skills

Quality Monitoring

Data Analysis

Quality Framework

Process Improvement

CRM & CC Systems

Education

Bachelor's degree in Business Administration / Management / Communications

Tools

Quality Monitoring tools

CRM & CC Systems

Job description

The Quality Assurance (QA) Manager is responsible for developing, implementing, and managing quality assurance programs within the contact center to ensure exceptional customer experience, operational excellence, and compliance with company standards. The role focuses on monitoring customer interactions, identifying improvement opportunities, driving quality initiatives, and collaborating with operations teams to enhance overall performance and service delivery.

Key Responsibilities

Quality Management & Monitoring

• Develop and maintain the Contact Center Quality Assurance framework, policies, and procedures.
• Design quality scorecards and evaluation criteria across all communication channels (voice, email, chat, social media).
• Monitor and evaluate customer interactions to ensure adherence to quality standards and compliance requirements.
• Conduct regular calibration sessions with Team Leaders and Operations Managers to ensure scoring consistency.
• Oversee quality audits and maintain quality monitoring schedules.

Performance Analysis & Improvement

• Analyze quality performance trends and identify root causes impacting customer experience.
• Prepare and present quality reports, dashboards, and actionable insights to management.
• Drive continuous improvement initiatives to enhance customer satisfaction and operational effectiveness.
• Recommend process enhancements and corrective action plans based on audit findings.

Coaching & Training Support

• Partner with Training and Operations teams to identify knowledge and skill gaps.
• Support coaching programs by providing detailed feedback and quality insights.
• Participate in the development of training materials and refresher programs.
• Ensure agents and team leaders understand quality expectations and best practices.

Compliance & Risk Management

• Ensure compliance with internal policies, industry regulations, and client requirements.
• Conduct compliance audits and recommend risk mitigation measures.
• Monitor adherence to data privacy, security, and regulatory standards.

Leadership & Stakeholder Management

• Lead and develop the QA team, including Quality Analysts and Senior QA Specialists.
• Set performance objectives and KPIs for the quality function.
• Collaborate with Operations, Workforce Management, Training, and Client Services teams.
• Participate in client meetings and business reviews as the Quality representative.

Qualifications & Experience

Education

• Bachelor's degree in Business Administration, Management, Communications, or a related field.

Experience

• 5–8 years of experience in Contact Center Operations and Quality Assurance.
• Minimum 2–3 years in a leadership or managerial QA role.
• Experience managing quality programs in BPO, customer service, or shared services environments.
• Strong understanding of customer experience (CX) principles and quality management methodologies.

Technical Skills

• Contact Center Quality Monitoring
• Data Analysis and Reporting
• Quality Framework Development
• Process Improvement Methodologies
• CRM and Contact Center Systems Knowledge

Soft Skills

• Strong leadership and people management skills
• Excellent communication and presentation abilities
• Analytical and problem-solving mindset
• Coaching and mentoring capabilities
• Attention to detail and organizational skills

Preferred Qualifications

• COPC Certification or exposure to COPC standards.
• Experience with Quality Management tools and Customer Experience platforms.
• Knowledge of ISO standards and continuous improvement methodologies.