Overview
Quality Manager UAE Jobs in Dubai, UAE at Tabby
Quality Manager Department:
Training and Quality
Employment Type:
Full Time
Location:
UAEReporting To:
Arthur Zhuravsky Description As  a Quality Manager for Customer Experience, you will be responsible for ensuring that the customer experience team delivers
exceptional service
and maintains high-quality standards. You will develop and implement quality management strategies, monitor service performance, and drive
continuous improvement
initiatives.
Your role
is crucial in enhancing
customer satisfaction
, maintaining brand reputation, and fostering a
customer-centric
culture within the organization.
Key Responsibilities
Management:
Establish and maintain quality standards, policies, and procedures for customer service operations.
Develop and implement
quality assurance
processes and methodologies to assess service performance.
Lead a team of quality supervisors & analysts and make sure they perform towards the quality goals of CX org.
Conduct regular audits and reviews of customer interactions, including calls, emails, chats, and social media interactions, analyze customer feedback, identify trends, and recommend improvements to enhance service quality.
Performance Monitoring:
Hold responsibility for CSAT.Monitor service metrics and generate reports to evaluate team performance and identify areas for improvement.
Conduct root cause analysis of customer dissatisfaction, and implement corrective actions.
Collaborate with Learning and Change and
cross-functional teams
to address systemic issues affecting service quality.
Training and Development
:
Teach quality specialists to provide coaching and feedback to agents to improve their performance and adherence to quality standards.
Identify training needs and collaborate with the training department to design relevant training materials.
Continuous Improvement
:
Drive
continuous improvement
initiatives to enhance customer service processes, workflows, and systems.
Collaborate with
cross-functional teams
, including Operations, Product, Training, & Change to identify areas for improvement, streamline workflows, and align on customer experience goals.
Foster a culture of
continuous improvement
by promoting best practices and implementing
innovative solutions
.
Lead quality improvement projects and initiatives.
Skills, Knowledge & Expertise Bachelor’s degree in business administration, customer service management, or a related field (or equivalent experience).At least 5 years of experience in quality management, preferably in a customer service or contact center environment.
Strong knowledge of customer service principles, practices, and industry standards.
Familiarity with quality management methodologies and tools, such as Six Sigma or Lean.
Excellent analytical and
problem-solving skills
.
Exceptional
attention to detail
and accuracy.
Effective communication
and interpersonal skills.
Proficiency in using quality management software and tools.
Ability to lead and motivate a team.
Fluent in English. Arabic would be a huge bonus.
Certification in quality management (e.g., ASQ Certified Manager of Quality/Organizational Excellence) is a plus.
Title: Quality Manager UAE
Company: Tabby
Location: Dubai, UAE
Category: Quality Assurance – QA/QC, Management
