Quality Assurance Manager

Ounass

Quality Assurance Manager leading QA initiatives for luxury e-commerce call center. Driving customer experience excellence through data analysis and targeted improvements.

Posted 5/14/2026full-timeDubai • 🇦🇪 United Arab EmiratesMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Shape and lead QA for a high-performing call centre, improving service quality, reducing issues and championing a customer-first culture in luxury e-commerce.
Design and evolve a holistic Quality Assurance framework that spans the entire Service Experience.
Champion the Voice of the Customer (VoC) program and transform raw NPS and CSAT data into strategic narratives.
Define quality standards for AI agents and chatbots.
Conduct rigorous quality audits of human interactions, providing bespoke coaching to ensure communications reflect the sophistication and empathy expected.
Lead calibration sessions with Operational Managers to align on subjective quality metrics.
Oversee the coaching lifecycle to develop agents into brand ambassadors.
Elevate reviews to

Requirements

What you’ll need

Proven experience (typically 5+ years) in Quality Assurance or Quality Management within a call centre, customer service, e-commerce, retail, or hospitality environment.
Strong experience leading and developing QA or performance teams.
Solid understanding of QA frameworks, audit methodologies, quality scoring, KPI development, and continuous improvement tools.
Experience working closely with customer service operations, training, and digital/product teams.
Excellent analytical skills with the ability to translate data into clear, actionable improvement plans.
Strong communication and stakeholder management skills, with confidence presenting insights to senior leaders.
Proficiency in Excel and experience with QA tools, CRM platforms, or quality management systems.
Relevant certifications (e.g., Six Sigma, ISO, COPC) are an advantage.
Degree-level education or equivalent practical experience preferred.
A strong commitment to building an inclusive, respectful, and high-engagement team culture.

Benefits

Comp & perks

Competitive salary and comprehensive benefits package
Employee discounts and access to exclusive product promotions

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

Quality AssuranceQuality ManagementQA frameworksaudit methodologiesquality scoringKPI developmentcontinuous improvement toolsdata analysiscoachingcustomer service operations

Soft Skills

leadershipcommunicationstakeholder managementanalytical skillsteam culture buildingempathypresentation skillscollaborationproblem-solvingcustomer-first mindset

Certifications

Six SigmaISOCOPC