Manager – Quality & Governance

🔷 Join a Global Leader in Workforce Solutions – Net2Source Inc.

🚀 Right Talent. Right Time. Right Place. Right Price.

📍 Operating in 32 countries | 5,500+ Employees

🌐 www.net2source.com | 📧 ankit@net2source.ae ☎️+971 563384000

Job Title: Manager – Quality & Governance

Location: Dubai, UAE

Salary: As per the Market Standards

Type: Permanent

Visa Status: Provided

Role Overview:

Manage complaints and quality assurance across all customer-facing channels, ensuring timely resolution, regulatory compliance, and actionable insights that strengthen client experience. This role complements the Chief Quality & Governance Officer by translating strategy into execution, embedding governance, digital service excellence, and continuous improvement into daily operations. Act as a key partner to frontline teams, product, operations, and compliance functions, ensuring every customer pain point is resolved with accountability and quality assurance frameworks that deliver measurable improvements in loyalty and reputation.

Key Success Metrics

● Complaints are consistently resolved within regulatory and internal SLAs, with reduced repeat escalations.

● QA audits and mystery shopping drive measurable improvements in frontline performance and compliance.

● Sustained improvement in NPS, CSAT, and first-contact resolution linked to complaint and QA interventions. ● Dashboards provide clear visibility into advisor-level performance, cost-to-serve, and systemic gaps.

● Full adherence to regulatory requirements across complaints and QA processes, with timely corrective actions.

● Reduction in negative online reviews attributable to effective complaint handling and QA oversight.

● Continuous improvement is embedded into training, coaching, and cross-functional initiatives, ensuring measurable ROI.

Skills & Competencies

● Strong knowledge of regulatory frameworks, complaint management, and QA best practices.

● Analytical mindset with the ability to translate data into actionable improvements.

● Effective communication, negotiation, and conflict resolution skills.

● Leadership and team management capabilities.

● Proficiency in complaint tracking systems, QA dashboards, and AI/analytics tools.

Qualifications & Experience

● Bachelor’s degree in business, Banking, Finance, or related field (master’s preferred).

● 7–10 years of experience in complaint management, QA, or CX within banking, insurance, or financial services.

● Proven track record in compliance, dispute resolution, and operational improvement.

● Experience leading cross-functional initiatives and reporting to senior leadership.

🔻 About Net2Source Inc.

Net2Source offers global staffing solutions and enterprise-scale recruitment support.

🏆 Recognized by INC 5000 & SIA

🌍 Global offices: UAE | USA | India | UK | Singapore | Canada | ANZ

We support inclusive hiring practices in accordance with UAE labor law.

🔗 www.net2source.com/careers | 📧 jobs@net2source.ae