Quality Assurance Manager (Ecommerce)

TL;DR

Quality Assurance Manager (Ecommerce): Leading quality standards for customer care operations with an accent on luxury service excellence and AI-driven support governance. Focus on transforming VoC data into strategic narratives to bridge performance gaps and enhance the overall client journey.

Location: Dubai (Hybrid)

Company

hirify.global is a premier luxury e-commerce platform offering a curated selection of high-end brands.

What you will do

• Design and evolve a holistic Quality Assurance framework for both human touchpoints and AI-driven support channels.
• Champion the Voice of the Customer (VoC) program, turning NPS/CSAT data into actionable business strategies.
• Define and monitor quality standards for AI agents and chatbots to ensure accuracy and brand-appropriate tone.
• Lead and mentor the QA team, conducting rigorous performance calibrations and coaching sessions.
• Establish a Quality Council to facilitate cross-functional collaboration and drive operational improvements.
• Manage detractor recovery processes to restore trust with high-value clients.

Requirements

• 5+ years of experience in Quality Assurance or Quality Management within a call center, e-commerce, or retail environment.
• Strong experience in team leadership, coaching, and talent development.
• Deep understanding of QA frameworks, audit methodologies, and KPI development.
• Excellent analytical skills with proficiency in Excel and CRM platforms.
• Proven ability to present data-driven insights to senior leadership.
• Must be able to work in a hybrid capacity based in Dubai.

Nice to have

• Relevant certifications such as Six Sigma, ISO, or COPC.
• Degree-level education or equivalent experience.

Culture & Benefits

• Dynamic and collaborative workplace in the luxury e-commerce sector.
• Opportunities for professional development and career progression.
• Comprehensive benefits package.
• Employee discounts and access to exclusive product promotions.