• In this role, you will:Own the end-to-end handling of escalated customer complaints, ensuring quick, effective resolution within defined SLAs to minimize customer dissatisfaction
• Act as the primary point of escalation for complex or sensitive complaints, coordinating with other departments where needed to reach a fair and timely resolution
• Conduct root cause analysis on recurring complaints to identify underlying issues and recommend long-term solutions to prevent recurrence
• Ensure all complaints are logged, categorized, and tracked in the system until resolution, and reviewed for process or policy improvement opportunities
• Monitor complaint volumes, resolution times, and recurring themes, flagging risk areas and trends to the Head of Call Center
• Conduct regular audits of customer interactions (voice, chat, email) to evaluate adherence to defined quality standards. Ensure compliance with Standard Operating Procedures (SOPs) and take corrective actions where necessary
• Identify gaps in current processes and recommend quality enhancements to the Head of Call Center to help ensure service excellence and minimize errors
• Gather and analyze customer feedback from various touchpoints to identify common issues, pain points, and improvement opportunities
• Foster a customer-centric culture within the team, ensuring every decision and action taken aligns with enhancing customer satisfaction and loyalty
• Provide clear leadership to the team by coaching and mentoring quality specialists and customer service representatives to ensure they are aligned with company goals and customer needs
• Deliver ongoing training to continuously improve the team's skills in handling customer queries, de-escalating complaints, and delivering high-quality interactions
• Conduct regular performance reviews, provide constructive feedback, and develop action plans to address any performance gaps, ensuring the team's continuous professional development
• Monitor quality and performance metrics, including customer satisfaction scores, first response times, and resolution rates, ensuring they meet or exceed targets
• Prepare and present clear, actionable reports to the Head of Call Center, highlighting complaint trends, challenges, and areas for improvement
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Requirements

• Bachelor's Degree
• Minimum 3-4 years of experience in quality assurance, customer service, or complaints handling, preferably in the UAE.
• 1-2 years of team leadership experience, ideally within a quality or complaints function
• Strong understanding of quality assurance frameworks, methodologies, and customer experience principles
• Complaints handling professional with different objections handling technique
• Proficiency in data analysis tools, quality monitoring software, and Microsoft Office Suite
• Excellent communication, leadership, and coaching skills
• Strong analytical skills with the ability to interpret data and translate it into practical action plans
• A customer-focused mindset with a passion for delivering high-quality experiences
• Ability to manage multiple tasks and work under pressure in a fast-paced environment
• Strong problem-solving abilities and attention to detail
• Ability to drive continuous improvement initiatives and foster a culture of excellence