Quality Assurance Manager – Sales, Call Centre & Operations

Role overview

Sales and call centre quality

• Monitor and audit sales calls, WhatsApp conversations, customer interactions, and CRM records.
• Check accuracy of information about services, pricing, and timelines; monitor leads, follow-ups, callbacks, and lost-lead reasons.
• Identify missed sales opportunities, poor customer handling, and incorrect information; evaluate staff using quality scorecards.

Operations quality and compliance

• Audit operations tasks, ERP updates, and customer documentation; monitor processing timelines, pending applications, and service delivery.
• Identify delays, repeated mistakes, and failures to follow approved SOPs and internal policies.
• Coordinate with department managers to resolve operational quality issues.

Complaints and improvement

• Investigate complaints, refund requests, and service failures; identify root causes and recommend corrective actions.
• Escalate serious issues, misconduct, and financial risks; track complaints and escalations until resolved.
• Recommend coaching, training, and performance improvement plans; monitor new employees during probation and conduct follow-up audits.
• Recognize excellent service and recommend improvements to prevent repeated complaints.

Audits, reporting, and team management

• Develop and update quality checklists, SOPs, and audit scorecards; conduct daily, weekly, and monthly audits.
• Report employee quality scores, complaints, errors, compliance gaps, and trends affecting sales conversion, customer satisfaction, and revenue.
• Present findings and recommendations to senior management and track corrective actions to completion.
• Lead, train, and supervise the QA team; assign audit targets, monitor productivity, calibrate scoring, evaluate performance, and identify training needs.
• Maintain consistent, fair, independent, and objective quality assessments.

Candidate requirements

• At least 5 years of QA experience, preferably in sales, telesales, call centres, or customer service; at least 2 years as a QA Team Leader or Manager.
• Proven experience managing and developing a QA team; strong experience in sales call auditing, CRM monitoring, and complaint investigations.
• Experience developing SOPs, quality scorecards, and performance reports; ability to identify failures and recommend practical improvements.
• Strong knowledge of CRM systems, call recording systems, and Microsoft Excel.
• Excellent English communication; Arabic is preferred.
• Strong leadership, analytical, and problem-solving skills; able to work independently and handle difficult conversations with department managers.
• Experience in business setup, banking, insurance, telecommunications, BPO, call centres, or high-volume customer service is preferred.

Compensation and benefits

• Pay is AED 5,000–5,500 per month; the description also mentions competitive salary based on experience and performance incentives.
• The employer mentions career growth and the opportunity to manage quality across multiple departments.

Workplace

• Work location is in person in Dubai, UAE.