Senior QA & Training Leader — Customer Care (FinServ)

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

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