Quality Assurance and Parent Experience Manager

Kids First Group (KFG) is a leading early years education and childcare group operating across Dubai, Abu Dhabi and Doha. Established in 2011, KFG has grown into a well-established organisation with 36 nurseries and a strong team of education and support professionals.

KFG is committed to delivering high-quality early years education and creating nurturing, inspiring environments where children can learn, develop and thrive.

About the Role

Kids First Group is looking for an experienced Quality Assurance and Parent Experience Manager to independently assess, protect and continuously improve the experience delivered to parents across KFG nurseries.

This role combines on-site quality assurance, direct parent engagement, service recovery, data analysis and frontline coaching . The successful candidate will ensure that families receive the service promised, concerns are addressed effectively, and parent insights lead to measurable improvements in quality, retention, advocacy and reputation.

Key ResponsibilitiesQuality Assurance

• Conduct regular announced and unannounced nursery visits using consistent QA checklists and parent evidence.
• Assess the complete parent journey, from enquiry and tour through onboarding, settling-in, daily communication, billing, events, renewal and exit.
• Observe service standards at reception, drop-off, pick-up and parent meetings.
• Identify service gaps, agree corrective actions and follow through to closure.

Parent Experience Standards

• Translate KFG's 3Ps – Place, People and Parents – and ZMOT, FMOT and SMOT principles into practical standards and coaching tools.
• Establish clear expectations around warmth, recognition, responsiveness, communication, complaint ownership, service recovery and follow-up.
• Identify and share strong practices that can be replicated across nurseries and brands.

Parent Listening & Feedback

• Coordinate new-parent surveys, settling-in checks, NPS, focus groups, complaint feedback, withdrawal interviews and review themes.
• Speak directly with parents to understand their experience, particularly in high-risk or recurring cases.
• Analyse feedback and distinguish individual concerns from wider systemic issues.

Service Recovery & Retention

• Maintain a clear process for acknowledging, assigning, escalating and closing parent concerns and complaints.
• Ensure every at-risk family has a named owner, recovery action and follow-up date .
• Identify warning signals such as repeated concerns, communication breakdowns, billing disputes, poor feedback and withdrawal requests.
• Confirm resolution directly with parents and identify root causes of recurring issues.

Coaching & Development

• Coach Nursery Directors, Administrators, Teachers and Teaching Assistants on service behaviours, difficult conversations, complaint handling and rebuilding trust.
• Provide practical feedback following observations and support teams in turning actions into consistent daily practices.
• Recognise strong performance and recommend additional coaching or intervention where standards are not met.

Reporting & Cross-Functional Collaboration

• Coordinate parent-impacting actions across Operations, Education, Marketing, Admissions, Compliance, Facilities, Finance, HR and IT/CRM teams.
• Track actions by owner, deadline, parent-facing response and permanent solution.
• Provide concise weekly and monthly reporting covering parent sentiment, complaints, retention risks, withdrawals, recurring gaps and action closure.

Candidate ProfileEssential Experience & Qualifications

• Fluent spoken and written Arabic and English .
• At least 5 years of customer-facing experience in customer service, hospitality, food service, restaurants, hotels, retail, aviation, healthcare, premium education or another high-touch service environment.
• Demonstrated experience in customer/client experience, guest relations, service quality, complaint handling or operational quality assurance .
• Experience handling difficult conversations and service recovery.
• Strong practical understanding of service standards, audits, root-cause analysis, corrective actions and follow-through.
• Comfortable using customer feedback and operational data to identify patterns and recommend action.
• Bachelor's degree or relevant professional qualification preferred; strong relevant experience may be considered in place of a specific degree.

The Ideal Candidate

We are looking for someone who is:

• Warm, empathetic and calm while remaining firm on standards and accountability.
• Highly observant and detail-oriented.
• Comfortable working directly with parents and frontline nursery teams.
• Able to turn customer concerns into clear root causes, actions, ownership and measurable outcomes.
• Confident influencing senior leaders and frontline colleagues without direct authority.
• Organised, discreet and resilient, with strong reporting and follow-up skills.
• Genuinely passionate about improving the experience of children and families.

Key Success Measures

Success in this role will be measured through:

• Timely acknowledgement and resolution of parent concerns.
• Effective recovery of at-risk families.
• Completion of QA corrective actions and reduction in recurring issues.
• Improvement in parent sentiment, NPS, advocacy and retention.
• Consistent delivery of parent-experience standards across nurseries.
• Clear identification and resolution of root causes behind recurring complaints and withdrawals.

Practical Requirements

• Regular travel between KFG nurseries is required.
• Flexibility to observe key parent touchpoints, including morning drop-off and afternoon pick-up .
• Ability to handle sensitive parent and child information with discretion and confidentiality.
• Comfortable working in a fast-paced, multi-site environment and managing multiple actions simultaneously.

Why Join Kids First Group?

At KFG, you’ll be part of a community that is passionate about early years education and dedicated to creating positive experiences for children and families.

This role offers the opportunity to contribute to that purpose while building strong relationships, developing your expertise and growing your career .

Share cv atcareers@kidsfirstgroup.com

Work Location: In person