Quality & Operations Manager – Customer Experience

About the role

FlyAkeed is seeking a Quality & Operations Manager to lead the quality assurance and operational excellence of its customer‑facing functions – Akeed Care, Customer Success (Relations) and Onboarding. You will design and own the quality framework that ensures every interaction across calls, chat, email and in‑app channels meets the company’s standards of service, tone and efficiency.

Key responsibilities

• Design, implement and maintain QA frameworks, scorecards and evaluation criteria for each customer‑facing function.
• Monitor and evaluate customer interactions across all channels, defining and tracking quality KPIs such as CSAT, FCR and resolution time.
• Build and maintain operational dashboards covering SLA, resolution time, adoption metrics and other performance indicators.
• Identify operational gaps, drive process improvements and ensure compliance with internal workflows and escalation paths.
• Develop and deliver structured training programs based on QA insights, coaching team leads and specialists on quality standards and communication tone.
• Create and maintain a scalable library of playbooks, SOPs, scripts and reference material.
• Partner with function heads and Digital Engagement to align on quality priorities, self‑serve content standards and continuous improvement initiatives.
• Report quality performance and operational health to CX leadership on a regular cadence.

Required profile

• Proven experience in quality assurance, operational excellence or customer experience management, preferably in a multi‑channel environment.
• Strong analytical skills with the ability to define, track and interpret quality and operational metrics.
• Demonstrated leadership in designing frameworks, driving process improvements and coaching teams.
• Excellent communication and stakeholder management skills to collaborate across functions.

Required skills