Job Description

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.

Key Responsibilities

Quality Strategy & Governance

• 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.

Team Leadership

• 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.

Monitoring, Audits & Insights

• 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.

Stakeholder Collaboration

• 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.

Digital & Process Quality

• 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.

Compliance & Continuous Improvement

• 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.

What We’re Looking For

• 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.

What’s In It for You?

• 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.