Quality Assurance Manager

Ounass·LinkedIn·Dubai, United Arab Emirates·On-site·8 months ago

About the role

We are seeking an experienced Quality Assurance Manager to lead and elevate quality standards across our Customer Care / Call Centre operations within a fast-paced luxury e-commerce environment.

The Quality Assurance Manager is responsible for driving continuous improvement and excellence in the overall service experience at Ounass. Leading a team of Quality Assurance professionals, this role champions the Voice of the Customer (VoC) to identify and bridge gaps in performance. The Manager utilizes deep data analysis (NPS/CSAT) to guide stakeholder decision-making and oversees quality standards for both human and AI-driven channels, ensuring that all departmental actions improve the customer journey.

Key Responsibilities

Strategic Responsibilities

·Service Experience Strategy: Design and evolve a holistic Quality Assurance framework that spans the entire Service Experience, ensuring consistency across human touchpoints and AI-driven support channels.

VoC Leadership: Champion the Voice of the Customer (VoC) program. Transform raw NPS and CSAT data into strategic narratives that influence roadmap decisions for Operations, Logistics, and Product teams.
AI & Automation Governance: Define quality standards for AI agents and chatbots. Establish protocols for monitoring AI accuracy, tone, and hallucination rates to ensure automated experiences match human empathy standards.
Cross-Functional Influence: Establish a "Quality Council" or regular steering committee with key stakeholders to review CX trends and drive coordinated, data-backed operational changes.

Functional Roles and

Responsibilities

Service Excellence & Human Capital Development

·Human Agent Evaluation: Conduct rigorous quality audits of human interactions, providing bespoke coaching to ensure every communication - voice or written - reflects the sophistication, empathy, and exacting standards expected of the Ounass brand.