Quality Assurance Manager | Financial Services | AlFuttaim (Dubai, AE)

Al Futtaim Group
Dubai
Workplace: OnsiteFull timeFunction: QA, Test & Release EngineeringExperience: 5-7 yearsEducation: bachelorsSkills: ["Leadership","People management","Communication","Stakeholder management","Analytical","Coaching"]

Design, implement, and continuously improve quality assurance and training frameworks for Customer Care operations. Establish QA scorecards, calibration, and audit cycles across voice, email, and digital channels; monitor performance and coach teams to improve first contact resolution, CSAT, and SLA adherence. Track KPIs, run root-cause analysis with operations/business teams, standardize SOP governance, and deliver onboarding, product/process training, and certification programs.

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FursaFursa
Al Futtaim Group
Al Futtaim Group
13 hours ago

Quality Assurance Manager | Financial Services | AlFuttaim (Dubai, AE)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 13 hours agoStatus: Live

Job Summary

Design, implement, and continuously improve quality assurance and training frameworks for Customer Care operations. Establish QA scorecards, calibration, and audit cycles across voice, email, and digital channels; monitor performance and coach teams to improve first contact resolution, CSAT, and SLA adherence. Track KPIs, run root-cause analysis with operations/business teams, standardize SOP governance, and deliver onboarding, product/process training, and certification programs.
Location: Dubai
Workplace: Onsite
Employment Type: Full time
Job Function: QA, Test & Release Engineering
Seniority: Manager level

Key Responsibilities

  • •Establish and manage a formal QA framework across customer interaction channels (voice, email, digital).
  • •Design and implement QA scorecards, calibration processes, and audit cycles, monitoring call/email evaluations and delivering actionable feedback.
  • •Drive root cause analysis (RCA) for recurring issues with Operations/Business teams and ensure compliance with SOPs and regulatory requirements.
  • •Develop and execute a training roadmap (new hire onboarding, product/process training, refresher/upskilling) aligned to customer journey and SOP requirements.
  • •Track and report QA and service KPIs (QA scores, FCR, SLA adherence, CSAT) and deploy improvement initiatives to reduce SLA breaches and backlog.

Key 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.
  • •Knowledge of QA/training frameworks with coaching and capability building.
Experience:5-7 years
Education:Bachelor's in Business or Operations
Skills:LeadershipPeople managementCommunicationStakeholder managementAnalyticalCoaching
Tech Stack:LMSKnowledge base

Company Brief

Al Futtaim Group
Al-Futtaim Group is a diversified UAE conglomerate operating across automotive, retail, real estate, finance and services, representing 200+ global brands and serving customers across 20+ countries with over 40,000 employees.
Industry: Conglomerates & Holding Companies
Company Size: Enterprise (1,001+ employees)
Growth: Established Company
Funding: Bootstrapped
Headquarters: Dubai, United Arab Emirates
Glassdoor
Glassdoor: 3.6
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