We are seeking an experienced Quality Assurance Manager to lead and elevate quality standards across our Customer Care / Call Centre operations within a fast-paced luxury e-commerce environment.

The Quality Assurance Manager is responsible for driving continuous improvement and excellence in the overall service experience at Ounass. Leading a team of Quality Assurance professionals, this role champions the Voice of the Customer (VoC) to identify and bridge gaps in performance. The Manager utilizes deep data analysis (NPS/CSAT) to guide stakeholder decision-making and oversees quality standards for both human and AI-driven channels, ensuring that all departmental actions improve the customer journey.

• Service Experience Strategy: Design and evolve a holistic Quality Assurance framework that spans the entire Service Experience, ensuring consistency across human touchpoints and AI-driven support channe...