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.