Quality Assurance Manager

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.

This role will be responsible for defining and driving the QA strategy, frameworks, and governance that ensure
exceptional customer interactions
, operational consistency, regulatory compliance, and continuous improvement—ultimately protecting the brand experience and exceeding customer expectations.

Key Responsibilities

Quality Strategy & Governance

• Develop, implement, and continuously improve a comprehensive Quality Assurance framework covering customer interactions (calls, emails, chats), processes, and service delivery standards.
• Define clear quality policies, guidelines, and scoring methodologies aligned with brand values, business objectives, and customer expectations.

Team Leadership

• Lead, coach, and develop the QA team, including recruitment, performance management, training, and career development.
• Foster a high-performance, collaborative culture with a strong focus on accountability, learning, and continuous improvement.

Monitoring, Audits & Insights

• Design and deliver quality monitoring programmes, audits, and calibration sessions to ensure consistency and fairness in assessments.
• Conduct root cause analysis on quality gaps, customer complaints, and repeat issues, driving corrective and preventative actions.
• Establish and track quality KPIs and SLAs; deliver regular reporting and insights to senior stakeholders, highlighting trends, risks, and improvement opportunities.

Stakeholder Collaboration

• Partner closely with Customer Experience, Operations, Training, Product, and Digital teams to align quality standards across the end-to-end customer journey.
• Support the development of training materials and coaching plans based on QA insights and performance gaps.

Digital & Process Quality

• Collaborate with Product and Technology teams to support testing and validation of customer-facing systems, tools, and process changes impacting the call centre.
• Ensure new initiatives, system releases, or policy changes are embedded smoothly with minimal impact on service quality.

Compliance & Continuous Improvement

• Ensure all quality activities comply with relevant legal, regulatory, and data protection requirements.
• Lead continuous improvement initiatives using data-driven methodologies (e.g., root cause analysis, Lean, Six Sigma) to reduce errors, repeat contacts, escalations, and complaints.
• Champion a customer-first, quality-led culture, embedding quality awareness across the wider Customer Care organisation.

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.