Quality Assurance Manager

Job Description 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.