Quality Assurance Executive

Job Requisition ID: 182342

About Al-Futtaim
Established in the 1930s, Al-Futtaim is one of the most diversified and progressive privately held regional businesses, headquartered in Dubai. Operating across more than 20 countries, the Group spans automotive, financial services, real estate, retail and health. With more than 40,000 employees, Al-Futtaim represents over 200 of the world’s most recognised brands, including Toyota, Lexus, IKEA, ACE and Marks & Spencer. Driven by its purpose to enrich lives and elevate communities, Al-Futtaim focuses on digital innovation, AI, sustainable growth and strategic partnerships, creating long-term value for customers, communities and partners while building a responsible legacy for future generations.

Overview Of The Role:

• The Quality Assurance Executive is responsible for supporting the delivery of consistent, compliant, and high-quality customer service by reviewing customer interactions across various communication channels. This role involves completing quality evaluations, documenting findings, providing feedback, and identifying areas requiring coaching or process improvement. The aim is to enhance customer experience, service quality, and adherence to SOPs and regulatory requirements. Success in this role contributes to revenue protection, cost-to-serve optimization, and improved first-contact resolution.

What You Will Do:

Quality Monitoring

• Review sampled customer interactions across calls, emails, and other approved channels using the assigned QA scorecard.
• Assess accuracy, customer handling, communication quality, case documentation, process adherence, and compliance.
• Record evaluation results with clear and factual comments and maintain complete quality records.
• Ensure timely submission of QA results and maintain accuracy and consistency of scoring.

Feedback & Coaching Support

• Share constructive feedback with employees and supervisors based on evaluation findings.
• Support coaching sessions by providing examples, observed gaps, and agreed improvement actions.
• Follow up on recurring gaps and track improvement after coaching.
• Ensure feedback is shared within agreed timelines and track coaching action follow-up rate.

Quality Reporting & Analysis

• Prepare regular quality summaries covering scores, common errors, complaint drivers, and compliance gaps.
• Maintain QA trackers and provide accurate data for operational reports and calibration discussions.
• Escalate serious or repeated quality and compliance concerns to the line manager.
• Ensure accuracy of QA reports and timely reporting of recurring issues identified and escalated.

Calibration, Governance & Improvement Support

• Participate in calibration sessions and apply approved scorecards, SOPs, and evaluation guidelines consistently.
• Identify knowledge gaps and recommend refresher training, coaching, or improvements to QA checklists and knowledge articles.
• Handle customer and employee information confidentially and maintain complete records for audit and management review.
• Ensure adherence to approved QA guidelines, reduction in repeated quality errors, and audit readiness.

Required Skills To Be Successful:

• Strong attention to detail and analytical skills.
• Proficiency in Microsoft Excel and Office applications.
• Ability to provide clear and respectful feedback.
• Understanding of contact centre KPIs, QA scorecards, and complaint handling.

What Qualifies You For The Role:

• High school diploma or equivalent; a diploma or certification in customer service, quality, or business is advantageous.
• 2 to 3 years of experience in customer service, contact centre operations, or quality assurance. Experience in call monitoring, interaction evaluations, or quality reviews preferred.
• Good written and verbal communication skills, strong attention to detail, basic analytical skills.
• Working knowledge of Microsoft Excel and Office applications, understanding of contact centre KPIs, QA scorecards, and complaint handling.

We’re here to provide excellent service but a little help from you can ensure a five-star candidate experience from start to finish.

Before you click “apply”: Please read the job description carefully to ensure you can confidently demonstrate why this opportunity is right for you and take the time to put together a well-crafted and personalised CV to further boost your visibility. Our global Talent Acquisition team members are all assigned to specific businesses to ensure that we make the best matches between talent and opportunities. We not only consider the requisite compatibility of skills and behaviours, but also how candidates align with our Values of Respect, Integrity, Collaboration, and Excellence.

As part of our candidate experience promise, we also want to make ourselves available to you throughout the application process. We make every effort to review and respond to every application.