Quality Assurance and Parent Experience Manager

About Kids First Group

Role overview

Quality assurance and standards

• Conduct announced and unannounced nursery visits using consistent QA checklists and parent evidence.
• Assess the parent journey from enquiry and tour through onboarding, settling-in, daily communication, billing, events, renewal, and exit.
• Observe reception, drop-off, pick-up, and parent meetings; identify service gaps and close corrective actions.
• Translate the 3Ps—Place, People, and Parents—and ZMOT, FMOT, and SMOT into practical standards and coaching tools.
• Set expectations for warmth, recognition, responsiveness, communication, complaint ownership, service recovery, and follow-up.
• Identify strong practices that can be replicated across nurseries and brands.

Parent listening and service recovery

• Coordinate new-parent surveys, settling-in checks, NPS, focus groups, complaint feedback, withdrawal interviews, and review themes.
• Speak directly with parents, especially in high-risk or recurring cases, and distinguish individual concerns from systemic issues.
• Maintain a process for acknowledging, assigning, escalating, and closing parent concerns and complaints.
• Ensure each at-risk family has a named owner, recovery action, and follow-up date; confirm resolution directly with parents.
• Identify warning signals such as repeated concerns, communication breakdowns, billing disputes, poor feedback, and withdrawal requests; investigate recurring root causes.

Coaching, collaboration, and reporting

• Coach Nursery Directors, Administrators, Teachers, and Teaching Assistants on service behaviours, difficult conversations, complaint handling, and rebuilding trust.
• Give practical feedback after observations, support consistent daily practice, recognize strong performance, and recommend coaching or intervention when standards are not met.
• Coordinate parent-impacting actions across Operations, Education, Marketing, Admissions, Compliance, Facilities, Finance, HR, and IT/CRM.
• Track actions by owner, deadline, parent-facing response, and permanent solution; provide weekly and monthly reporting on sentiment, complaints, retention risks, withdrawals, recurring gaps, and action closure.

Candidate profile

• Fluent spoken and written Arabic and English.
• At least five years of customer-facing experience in customer service, hospitality, food service, restaurants, hotels, retail, aviation, healthcare, premium education, or another high-touch service environment.
• Demonstrated customer/client experience, guest relations, service quality, complaint handling, or operational quality-assurance experience.
• Experience with difficult conversations and service recovery; practical understanding of service standards, audits, root-cause analysis, corrective actions, and follow-through.
• Able to use customer feedback and operational data to identify patterns and recommend action.
• A bachelor's degree or relevant professional qualification is preferred; strong relevant experience may be considered instead of a specific degree.

Candidate approach

• Warm, empathetic, and calm while firm on standards and accountability; observant and detail-oriented.
• Comfortable working directly with parents and frontline nursery teams and influencing senior leaders and colleagues without direct authority.
• Organized, discreet, resilient, and capable of strong reporting and follow-up; passionate about improving children's and families' experience.

Success measures

• Timely acknowledgement and resolution of parent concerns and effective recovery of at-risk families.
• Completion of QA corrective actions, fewer recurring issues, and improved parent sentiment, NPS, advocacy, and retention.
• Consistent parent-experience standards across nurseries and clear resolution of root causes behind recurring complaints and withdrawals.

Practical requirements

• Regular travel between KFG nurseries is required.
• The role requires flexibility to observe morning drop-off and afternoon pick-up.
• Handle sensitive parent and child information with discretion and confidentiality.
• Work in a fast-paced, multi-site environment while managing multiple actions.

Why join

• The role contributes to positive experiences for children and families and offers opportunities to build relationships, develop expertise, and grow professionally.