
Provident
Operations Manager (Customer Experience & Quality Assurance)
- Permanent
- Dubai, United Arab Emirates
- Experience 2 - 5 yrs
Job expiry date: 21/03/2026
Job overview
Date posted
04/02/2026
Location
Dubai, United Arab Emirates
Salary
AED 15,000 - 20,000 per month
Compensation
Salary only
Experience
2 - 5 yrs
Seniority
Manager
Qualification
Bachelors degree
Expiration date
21/03/2026
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.
Required skills
Key responsibilities
- Set quality standards for all customer interactions across the organization
- Develop and implement effective quality assurance and compliance processes
- Implement and deliver coaching and continuous improvement frameworks for CX teams
- Manage and update internal knowledge management systems aligned with quality standards
- Develop onboarding and training content for new and existing CX Consultants
- Organize quality audits, identify training needs, and analyze results to support operations
- Create analytical reports linking quality performance to key KPIs and define relevant action plans
- Collaborate with other functions to deliver optimal outcomes for the company and customers
- Adapt and succeed in a dynamic and changing operational environment
Experience & skills
- Proficient in English and Arabic, both written and spoken
- Minimum 3 years of experience in a similar role in UAE
- Demonstrated ability to problem-solve complex challenges using data-driven decision making
- Proven project management and execution skills to navigate milestones
- Proven leadership, organizational, and team management skills within customer operations or technical support management
- Experience within SaaS or marketplace environments preferred
- Strong understanding of Service/Quality frameworks such as COPC or Six Sigma
- Experience driving change initiatives in a service-based environment
- Bachelor's degree in Operations Management, Business Management, or a related field