Job description

As an Operations Manager at Provident Estate in Dubai, UAE, the incumbent will be a vital part of the Operations Department, overseeing contact center quality assurance programs and establishing standards governing customer interactions. The role involves setting quality standards for all customer interactions, developing effective quality assurance and compliance processes, implementing coaching and continuous improvement frameworks, managing and updating internal knowledge management systems, developing onboarding and training content for CX Consultants, organizing quality audits, identifying training needs, analyzing results, and creating analytical reports linked to quality performance and key KPIs. The position requires collaboration with other functions to deliver optimal results for the company and customers, and a strong focus on organizational and customer success within a dynamic real estate environment. Experience in SaaS or marketplace environments, along with familiarity with service/quality frameworks such as COPC or Six Sigma, is highly valued. The role demands stellar project management, leadership, organizational skills, and the ability to drive change initiatives in service-based operations.