Quality Assurance Manager - Customer Care

AlFuttaim; Dubai; On-site; AED 201,000 - 312,000; Full time

Job summary

Al-Futtaim is seeking a Quality Assurance Manager - Customer Care in Dubai to lead QA across voice, email, chat, and digital channels. The role focuses on establishing QA standards, enhancing training programs, and driving improvements in first contact resolution and customer experience within a senior financial services context.

The candidate will design structured QA frameworks, calibration processes, and training roadmaps, collaborating with operations and regulatory teams to maintain

Qualifications

• Bachelor's degree in Business, Operations or related field.
• 5-7 years of experience in customer care, contact centre QA, or service management.
• Experience within financial services in the UAE or GCC preferred.
• Strong leadership, analytical thinking, and stakeholder management skills.

Responsibilities

• Design and implement a structured QA framework for voice, email, chat, and digital channels.
• Develop QA scorecards covering communication, accuracy, compliance, and handling quality.
• Establish calibration sessions to maintain scoring consistency across teams.
• Plan and manage monthly QA audit cycles across service teams and agents.
• Review interactions and provide evidence-based feedback to drive improvements.
• Track QA evaluations per employee and identify recurring issues for root cause analysis.
• Coordinate with operations and business teams to close performance gaps.
• Ensure SOP adherence and regulatory compliance across customer care.
• Lead coaching sessions to improve communication and system proficiency.
• Develop training roadmaps and certification programs for onboarding and upskilling.

Skills

Quality assurance

Call monitoring

Training & coaching

QA framework

Scorecards

Root cause analysis

Employee development

SOP compliance

Regulatory compliance

Stakeholder management

Performance analytics

Education

Bachelor's degree in Business, Operations or related field

Job description

Job Snapshot

Role: Quality Assurance Manager - Customer Care

Location: Dubai, United Arab Emirates

Industry: Financial Services

Function: Quality Assurance

Experience: 5-7 years

Job Type: Full-time

Position Overview: Quality Assurance Manager - Customer Care in Dubai, United Arab Emirates is a senior Financial Services opportunity focused on service quality, contact centre performance, employee capability, and customer experience improvement. Al-Futtaim is hiring an experienced quality leader who can establish consistent QA standards, strengthen training programs, improve first contact resolution, and raise performance across voice, email, and digital customer support channels.

Job Details

Country: United Arab Emirates

City: Dubai

Industry: Financial Services

Function: Quality Assurance

Salary: 18000-28000 Estimated salary range based on similar jobs in the job city; please confirm the final offer with the employer.

Gender: Any

Candidate Nationality: Any

Job Type: Full-time

Role Context

The Quality Assurance Manager will build the systems, controls, and development programs needed to deliver reliable customer care across multiple business lines. The role combines quality monitoring, training, coaching, analytics, process governance, and stakeholder collaboration. By converting evaluation findings into measurable improvements, the manager will help reduce service gaps, strengthen employee competence, improve customer satisfaction, and maintain compliance with agreed procedures and service standards.

Key Responsibilities

• Design and implement a structured quality assurance framework covering voice, email, chat, and other digital customer channels.
• Develop QA scorecards that assess communication, accuracy, compliance, resolution quality, system usage, and customer handling.
• Establish regular calibration sessions to ensure consistent scoring and evaluation standards.
• Plan and manage monthly audit cycles across customer service teams and individual agents.
• Review calls, emails, and digital interactions and provide clear, evidence-based feedback.
• Track the number and quality of evaluations completed for each employee.
• Identify repeated service issues and coordinate root cause analysis with operations and business teams.
• Recommend corrective actions when quality results show process, knowledge, system, or behaviour gaps.
• Ensure customer interactions comply with standard operating procedures and applicable regulatory requirements.
• Monitor improvement in QA scores following coaching and development activity.
• Develop a complete training roadmap covering induction, product knowledge, process learning, refresher programs, and upskilling.
• Align training content with customer journeys, business procedures, service expectations, and operational priorities.
• Create certification programs that confirm Customer Service Representative readiness and competence.
• Conduct structured coaching sessions to improve communication, ownership, resolution quality, and system proficiency.
• Measure training completion, assessment results, coaching hours, and time-to-proficiency for new employees.
• Update learning materials when products, systems, policies, or customer processes change.
• Track key measures including QA performance, First Contact Resolution, service level agreement adherence, backlog, and customer satisfaction.
• Prepare regular reports that highlight trends, risks, team performance, and improvement opportunities.
• Work with the Customer Care Manager to close individual and operational performance gaps.
• Introduce practical initiatives that reduce SLA breaches, unresolved cases, repeat contacts, and processing errors.
• Standardize customer care procedures across teams and channels.
• Review SOP adherence and address inconsistent practices that create rework or customer dissatisfaction.
• Improve knowledge base usage by ensuring information is accurate, accessible, and regularly updated.
• Partner with operations, technology, compliance, human resources, and business stakeholders on service improvement projects.
• Maintain accurate records of audits, calibration outcomes, coaching plans, training attendance, and improvement actions.
• Lead and develop quality and training team members with clear performance expectations.
• Present quality findings and recommendations to senior stakeholders in a clear and commercially relevant manner.

Ideal Profile

The successful candidate will hold a bachelor 's degree, preferably in Business, Operations, Management, or a related discipline. Applicants should have 5-7 years of experience in customer care, contact centre operations, quality assurance, training, or service management. Experience within financial services in the UAE or GCC is strongly preferred. The role requires extensive knowledge of contact centre quality frameworks, evaluation methodologies, coaching practices, learning management systems, and customer service performance measures. Candidates should have practical experience managing quality scorecards, calibration sessions, training roadmaps, certification programs, service level performance, and customer satisfaction improvement initiatives. Strong leadership, analytical thinking, stakeholder management, and communication skills are essential. The preferred candidate will be comfortable using performance data to influence decisions and guide operational change.

Skills Set

• Contact centre quality assurance
• Customer care quality management
• QA framework development
• Quality scorecards
• Call monitoring
• Email quality evaluation
• Digital interaction reviews
• Calibration sessions
• Quality audit cycles
• Root cause analysis
• First Contact Resolution
• Service level agreement monitoring
• Customer satisfaction analysis
• Performance gap analysis
• Employee coaching
• New hire onboarding
• Product training
• Process training
• Refresher training
• Upskilling programs
• Certification programs
• Learning management systems
• Training completion tracking
• Time-to-proficiency analysis
• Quality performance reporting
• Backlog reduction
• SLA breach reduction
• Standard operating procedures
• SOP compliance
• Knowledge base management
• Regulatory compliance
• Stakeholder management
• Team leadership
• Performance analytics
• Customer experience improvement

Why Join Us

This role offers the opportunity to shape customer care quality across a large and diversified Al-Futtaim operation. The successful candidate will influence how service teams are evaluated, trained, coached, and supported while working closely with operational and business leaders. Financial Services organizations increasingly rely on structured quality frameworks to maintain trust, compliance, and service consistency across digital and traditional channels. Strong performance in this position can support progression into senior customer experience, contact centre leadership, service excellence, learning and development, or operational transformation roles.

About the Company

Al-Futtaim is a diversified privately held regional business headquartered in Dubai, United Arab Emirates. Its operations span automotive, financial services, real estate, retail, and healthcare across more than 20 countries. The group combines established regional expertise, international partnerships, and customer-focused operations to support sustainable growth and service excellence across its businesses.