About the Role:Z-Laundry is looking for an experienced Quality Assurance Manager to lead quality control operations across multiple locations. You'll manage a team of quality controllers, make the final call on customer complaints, and ensure every garment that leaves our facilities meets Z-Laundry's standards. This is a hands-on leadership role for someone who is comfortable making fast, well-documented decisions under real operational pressure.
Key Responsibilities:Team Leadership & Training Supervise and guide quality controllers across different service locations. Support the onboarding and quality training of new locations. Train representatives (delivery personnel) on quality expectations and handoff procedures. Share feedback and support ongoing improvements at service locations. Third-Party Provider Sourcing & Management Identify and evaluate potential third-party facility partners as candidates for onboarding. Assess prospective providers against Z-Laundry's quality and operational standards before approval. Support onboarding of approved partners and monitor their ongoing compliance with quality standards. Quality Control, Inspection & Audits Monitor and enforce Z-Laundry's quality standards and procedures across the inspection, cleaning, and finishing process. Conduct regular audits of inspection records and photo documentation (front/back and close-up shots) to ensure compliance with photo and documentation standards. 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. Confirm garments are packaged and labelled according to required standards, and ensure they are ready for collection or delivery. Carry out daily inspections, record findings and take necessary actions accordingly. Evaluate complex or delicate items and determine how they should be handled, including cases escalated mid-process (e.g. hidden damage, color bleeding, unexpected fabric reactions). Complaint Handling & Customer Experience Review and assess customer complaints, and decide on the appropriate course of action, across categories such as damage, missing pieces, stains, poor quality, colour fading, and inaccurate inspection. Manage complaint resolution within defined SLAs — timely acknowledgment of assigned cases and submission of findings within agreed turnaround times. Oversee QC's role in returns, ensuring findings, reasons, and approvals are properly documented. Coordinate with Customer Service, delivery teams, and facility partners to resolve service-related issues efficiently. Conduct surveys to identify customer requirements and ensure they are met by established quality standards. Reporting & Continuous Improvement Track quality metrics and prepare regular performance reports. Provide management with recommendations to improve existing quality processes.
Qualifications:Minimum of 6 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. Bachelor's degree preferred; a relevant certification (e.g. Six Sigma, OPEX-L) is a plus. Good awareness of ISO 9001 standards. Strong attention to detail and a structured approach to decision-making. Confident in handling service issues and finding practical solutions. Comfortable working within a digital QC / order management system — logging inspections, photos, and complaint findings entirely through the platform. Excellent communication and coordination skills. Familiarity with laundry processes, fabric care, or related services is a plus. Good command of spoken English; Arabic proficiency preferred given the local team and customer base.
Work Environment:Full-time position based in Sheikh Zayed. Team size: managing quality controllers across multiple service locations. 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.
Compensation & Benefits:Competitive salary based on experience, plus medical & social insurance and a performance-based bonus.
Why Join Z-Laundry? Z-Laundry is one of the region's fastest-growing laundry and garment care networks, built on the promise that every customer gets the same trusted standard of quality, no matter which location serves them. As Operations Manager, you'll play a central role in shaping that standard — with real ownership over decisions, direct visibility with senior management, and the chance to build processes that scale as we open new locations. We invest in our people through hands-on training and clear paths to grow into wider operations leadership as the company expands.