Quality Assurance Manager

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.

This role will be responsible for defining and driving the QA strategy, frameworks, and governance that ensure exceptional customer interactions
, operational consistency, regulatory compliance, and continuous improvement—ultimately protecting the brand experience and exceeding customer expectations.

• Develop, implement, and continuously improve a comprehensive Quality Assurance framework covering customer interactions (calls, emails, chats), processes, and service delivery standards.

• Define clear quality policies, guidelines, and scoring methodologies aligned with brand values, business objectives, and customer expectations.

• Lead, coach, and develop the QA team, including recruitment, performance management, training, and career development.

• Foster a high-performance, collaborative culture with a strong focus on accountability, learning, and continuous improvement.

• Design and deliver quality monitoring programmes, audits, and calibration sessions to ensure consistency and fairness in assessments.

• Conduct root cause analysis on quality gaps, customer complaints, and repeat issues, driving corrective and preventative actions.

• Establish and track quality KPIs and SLAs; deliver regular reporting and insights to senior stakeholders, highlighting trends, risks, and improvement opportunities.

• Partner closely with Customer Experience, Operations, Training, Product, and Digital teams to align quality standards across the end-to-end customer journey.

• Support the development of training materials and coaching plans based on QA insights and performance gaps.

• Collaborate with Product and Technology teams to support testing and validation of customer-facing systems, tools, and process changes impacting the call centre.

• Ensure new initiatives, system releases, or policy changes are embedded smoothly with minimal impact on service quality.

• Ensure all quality activities comply with relevant legal, regulatory, and data protection requirements.

• Lead continuous improvement initiatives using data-driven methodologies (e.g., root cause analysis, Lean, Six Sigma) to reduce errors, repeat contacts, escalations, and complaints.

• Champion a customer-first, quality-led culture
  , embedding quality awareness across the wider Customer Care organisation.

• Proven experience (typically 5+ years
  ) in Quality Assurance or Quality Management within a call centre, customer service, e-commerce, retail, or hospitality environment.

• Strong experience leading and developing QA or performance teams.

• Solid understanding of QA frameworks, audit methodologies, quality scoring, KPI development, and continuous improvement tools.

• Experience working closely with customer service operations, training, and digital/product teams.

• Excellent analytical skills with the ability to translate data into clear, actionable improvement plans.

• Strong communication and stakeholder management skills, with confidence presenting insights to senior leaders.

• Proficiency in Excel and experience with QA tools, CRM platforms, or quality management systems.

• Relevant certifications (e.g., Six Sigma, ISO, COPC) are an advantage.

• Degree-level education or equivalent practical experience preferred.

• A strong commitment to building an inclusive, respectful, and high-engagement team culture.

• A dynamic, collaborative workplace within a leading luxury e-commerce business.

• The opportunity to shape and elevate customer experience quality at scale.

• Clear career progression and ongoing professional development.

• Competitive salary and comprehensive benefits package.

• Employee discounts and access to exclusive product promotions.