Quality Assurance Manager – Sales, Call Centre & Operations

Quality Assurance Manager – Sales, Call Centre & Operations

Company: Quick Plus Business Consultants Location: Dubai, UAE Employment Type: Full-Time, Permanent Experience Required: 5–10 Years Department: Quality Assurance & Compliance Industry: Business Consulting / Corporate Services / Customer Service

About the Role

Quick Plus Business Consultants is looking for an experienced Quality Assurance Manager to oversee quality standards across our Sales, Call Centre and Operations departments.

We are looking for a strong, hands-on manager who can identify mistakes, monitor employee performance, improve customer service, prevent revenue loss and ensure company procedures are followed.

The ideal candidate must have experience managing a QA team, conducting audits, handling escalations and reporting directly to senior management.

Key Responsibilities

1. Sales & Call Centre Quality Monitoring

• Monitor and audit sales calls, WhatsApp conversations, customer interactions and CRM records.
• Ensure sales agents provide accurate information about services, pricing and timelines.
• Monitor lead handling, follow-ups, callbacks and lost-lead reasons.
• Identify missed sales opportunities, poor customer handling and incorrect information.
• Evaluate employee performance using quality scorecards.
• Ensure all customer interactions meet company quality standards.

1. Operations Quality & Compliance

• Audit Operations tasks, ERP updates and customer documentation.
• Monitor processing timelines, pending applications and service delivery.
• Identify delays, repeated mistakes and failures to follow company procedures.
• Ensure employees follow approved SOPs and internal policies.
• Coordinate with department managers to resolve operational quality issues.

1. Customer Complaints & Escalations

• Investigate customer complaints, refund requests and service failures.
• Identify the root causes of complaints and recommend corrective actions.
• Escalate serious issues, misconduct and financial risks to senior management.
• Track complaints and escalations until resolved.
• Recommend improvements to prevent repeated complaints.

1. Quality Improvement & Employee Performance

• Identify employees who repeatedly fail quality standards.
• Provide feedback to team leaders and department managers.
• Recommend coaching, training and performance improvement plans.
• Monitor new employees closely during probation.
• Conduct follow-up audits to confirm improvement.
• Recognise employees who consistently deliver excellent service.

1. SOPs, Audits & Reporting

• Develop and update quality checklists, SOPs and audit scorecards.
• Conduct daily, weekly and monthly quality audits.
• Prepare reports covering employee quality scores, complaints, errors and compliance gaps.
• Identify trends affecting sales conversion, customer satisfaction and revenue.
• Present findings and improvement recommendations to senior management.
• Track corrective actions and ensure departments complete them on time.

1. QA Team Management

• Lead, train and supervise the Quality Assurance team.
• Assign daily audit targets and monitor QA productivity.
• Ensure consistent and fair quality scoring across departments.
• Conduct regular QA calibration meetings.
• Evaluate QA team performance and identify training needs.
• Maintain independence and objectivity in quality assessments.

Candidate Requirements

• Minimum 5 years of experience in Quality Assurance , preferably in sales, telesales, call centres or customer service.
• At least 2 years in a QA Team Leader or Manager position .
• Proven experience managing and developing a QA team.
• Strong experience in sales call auditing, CRM monitoring and customer complaint investigations.
• Experience developing SOPs, quality scorecards and performance reports.
• Ability to identify operational failures and recommend practical improvements.
• Strong knowledge of CRM systems, call recording systems and Microsoft Excel.
• Excellent communication skills in English and Arabic .
• Strong leadership, analytical and problem-solving skills.
• Ability to work independently and handle difficult conversations with department managers.

Preferred Industry Experience

Candidates with Quality Assurance management experience in the following industries are preferred:

• Business Setup & Corporate Services
• Banking & Financial Services
• Insurance & Telesales
• Telecommunications
• BPO & Call Centres
• High-volume Customer Service Operations

Key Skills

Quality Assurance Management | Call Monitoring | Sales Quality Audits | CRM Auditing | Customer Experience | SOP Development | Complaint Management | Escalation Handling | Quality Scorecards | Team Leadership | Performance Monitoring | Root Cause Analysis | Process Improvement | Compliance Monitoring | Reporting & Analytics

What We Offer

• Competitive salary based on experience.
• Performance-based incentives.
• Career growth opportunities.
• Opportunity to manage quality across multiple departments.
• Direct involvement in improving company performance and customer experience.

Important

We are not looking for someone who only listens to calls and prepares reports.

We need an experienced Quality Assurance Manager who can independently identify problems, challenge poor performance, hold departments accountable through proper escalation, and implement measurable improvements.

The successful candidate must be confident working with Sales Managers, Operations Managers, Team Leaders and senior management to maintain high quality standards across the company.

Pay: AED5,000.00 - AED5,500.00 per month

Application Question(s):

• Have you managed a QA team? If yes, how many employees reported directly to you? Yes or No
• Have you created QA scorecards, SOPs and quality reports from scratch? Yes or No

Experience:

• Quality Assurance within Sales: 3 years (Required)
• Call Centers or Customer Service?: 3 years (Required)

Language:

• Arabic (Preferred)

Work Location: In person