Head of Quality Assurance

Head of Quality Assurance and Training | Financial Services | UAEWe're partnering with a leading financial services organisation to appoint an experienced Quality Assurance and training head who is passionate about improving customer interactions, driving operational excellence, and using data to influence better business decisions.This is a highly visible role working across multiple customer-facing channels, where you'll be responsible for building and evolving quality frameworks that improve service consistency, regulatory compliance, and overall customer experience.What you'll be doing:Lead and enhance quality assurance frameworks across customer service operations.Design and implement quality monitoring, governance and performance reporting.Identify trends through data and analytics to drive continuous improvement initiatives.Partner with operational leaders to improve customer outcomes and service standards.Develop quality methodologies, coaching frameworks and capability improvement programmes.Produce meaningful MI and insights that support strategic decision-making.Ensure adherence to internal governance and relevant regulatory requirements.Champion a culture of quality, accountability and customer-centricity.We're looking for someone with:Proven experience leading Quality Assurance within financial services.Strong understanding of customer service operations, quality governance and performance management.Experience producing and presenting management information, dashboards and operational insights.A data-driven mindset with excellent analytical and stakeholder management skills.Ability to influence senior stakeholders and drive measurable operational improvements.Experience within banking, insurance, fintech or wider financial services is highly desirable.60K AED per month