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.
- Performance Calibration: Lead calibration sessions with Operational Managers to align on subjective quality metrics, ensuring a unified definition of premium service across all internal and vendor teams.
- Coaching Effectiveness: Oversee the coaching lifecycle, ensuring that feedback to agents is not just corrective but developmental, fostering a culture of ownership and brand ambassadorship.
Data-Backed Coordination & Insight
- Strategic Insight Reviews: Elevate monthly reviews from simple reporting to Service Health Assessments, presenting root-cause analysis and strategic recommendations to leadership to protect brand reputation.
- Closed-Loop Feedback: Manage the Detractor Recovery process, treating negative NPS feedback as a critical opportunity to restore trust with high-value clients through personalized resolution strategies.
- Cross-Functional Optimization: Translate VoC data into clear business cases for the Logistics and Product teams, advocating for process changes that eliminate friction in the client journey.
AI & Digital Quality Governance
- Digital Brand Voice: Audit AI and Chatbot interactions not just for accuracy, but for tone and elegance, ensuring automated channels deliver a seamless and polite experience comparable to human support.
People Management Roles and Responsibilities
- Leadership & Empowerment: Mentor and empower the QA team, fostering a supportive culture that encourages ownership and goal achievement.
- Development & Coaching: Drive performance through structured, constructive coaching sessions and defined Personal Development Plans for all direct reports.
- Operational Management: Oversee the onboarding of new joiners and manage team administrative functions to ensure smooth daily operations.
What We're Looking For
- Proven experience (typically 5+ years) in Quality Assurance or Quality Management within a call centre, customer service, e-commerce, retail, or hospitality environment.
- Strong experience leading and developing QA or performance teams.
- Solid understanding of QA frameworks, audit methodologies, quality scoring, KPI development, and continuous improvement tools.
- Experience working closely with customer service operations, training, and digital/product teams.
- Excellent analytical skills with the ability to translate data into clear, actionable improvement plans.
- Strong communication and stakeholder management skills, with confidence presenting insights to senior leaders.
- Proficiency in Excel and experience with QA tools, CRM platforms, or quality management systems.
- Relevant certifications (e.g., Six Sigma, ISO, COPC) are an advantage.
- Degree-level education or equivalent practical experience preferred.
- A strong commitment to building an inclusive, respectful, and high-engagement team culture.
What's In It for You
- A dynamic, collaborative workplace within a leading luxury e-commerce business.
- The opportunity to shape and elevate customer experience quality at scale.
- Clear career progression and ongoing professional development.
- Competitive salary and comprehensive benefits package.
- Employee discounts and access to exclusive product promotions.
