Quality Assurance Manager

Job Description

REQUIREMENTS

• Bachelor’s degree, preferably in Business or Operations.
• 5-7 years of experience in customer care or contact centre management, ideally within financial services in the UAE or GCC.
• Leadership and people management capabilities.
• Extensive knowledge of Call center QA frameworks and LMS systems.

RESPONSIBILITES

Quality Management

• Establish and manage a formal QA framework across all customer interaction channels (voice, email, digital).
• Design and implement QA scorecards, calibration processes, and audit cycles.
• Monitor team performance through call/email evaluations and provide actionable feedback.
• Identify recurring issues and drive root cause analysis (RCA) with Operations/Business teams.
• Ensure compliance with SOPs and regulatory requirements.
• Track performance indicators such as number of evaluations per agent/month and improvement in QA scores post-coaching.

Training & Capability Development

• Develop and execute a comprehensive training roadmap including new hire onboarding, product/process training, refresher & upskilling programs.
• Ensure training aligns with customer journey and SOP requirements.
• Introduce certification programs for CSR readiness and competency.
• Conduct regular coaching sessions to improve customer handling, resolution quality, and system usage.
• Monitor training completion rate and time-to-proficiency for new hires.
• Improve performance through coaching hours per employee/month and assessment scores.

Performance Improvement & Analytics

• Track and report key KPIs such as QA scores, First Contact Resolution (FCR), SLA adherence, and CSAT.
• Use QA insights to recommend process improvements and operational changes.
• Partner with the Customer Care Manager to close performance gaps.
• Deploy improvement initiatives to reduce SLA breaches and backlog.

Standardization & Governance

• Own and continuously enhance SOP adherence and standardization across operations.
• Ensure structured processes are followed to reduce inconsistency, errors, and rework.
• Increase knowledge base usage rate and update SOPs regularly.

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