Quality Assurance Manager

Job Description

Job Summary:

The Quality Manager/Supervisor will be responsible for overseeing quality control operations across multiple locations. This includes managing a team of quality controllers, making informed decisions about customer complaints, and assessing whether items require special handling. The role also involves working closely with other teams to ensure a smooth and consistent customer experience.

Key Responsibilities:

• Supervise and guide quality controllers across different service locations.
• Monitor and enforce Z-Laundry’s quality standards and procedures.
• Review and assess customer complaints, and decide on the appropriate course of action.
• Evaluate complex or delicate items and determine how they should be handled.
• Conduct regular audits to ensure proper cleaning and finishing standards are met.
• Share feedback and support ongoing improvements at service locations.
• Coordinate with other departments to resolve service-related issues efficiently.
• Track quality metrics and prepare regular performance reports.
• Support the onboarding and quality training of new locations.
• Confirm garments are packaged according to required standards.
• Ensure garments are ready for collection.
• Manage inspections to ensure garments are crease-free and meet required conditions before delivery.
• Apply company standards in spotting & stain removal, cleaning, pressing & hand-finishing, and packaging.
• Train representatives (delivery personnel).
• Carry out daily inspections and report findings to the Operations Manager.
• Conduct surveys to identify customer requirements and ensure they are met by established quality standards.
• Provide management with recommendations to improve existing quality processes.
• Work Environment
• Full-time position based in Sheikh Zayed.
• The role may require occasional work in the evenings and weekends to support operational needs and urgent issues.
• Regular communication and coordination with multiple service locations are part of the daily routine.

Job Requirements

Qualifications:

• Minimum of 8 years of experience in quality assurance, service operations, or similar roles, including at least 3 years managing team members and interacting with customers or stakeholders.
• Strong attention to detail and a structured approach to decision-making.
• Confident in handling service issues and finding practical solutions.
• Excellent communication and coordination skills.
• Familiarity with laundry processes, fabric care, or related services is a plus.