As a Team Leader – Quality & Complaints, you will be responsible for driving the day-to-day quality assurance and complaints handling within your team, ensuring the highest level of service delivery and customer experience. You will conduct audits, coach and mentor team members, and use data-driven insights to identify and resolve quality gaps. You will own the end-to-end resolution of escalated customer complaints, working closely with all teams to align on standards, priorities, and continuous improvement initiatives.
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Responsibilities
- 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, ensuring compliance with Standard Operating Procedures (SOPs).
- Identify gaps in current processes and recommend quality enhancements to 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 aligns with enhancing customer satisfaction and loyalty.
- Provide clear leadership to the team by coaching and mentoring quality specialists and customer service representatives.
- 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.
- Monitor quality and performance metrics, 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.
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 various objections handling techniques
- 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
Benefits
- A fast-paced, high-performing team
- Multicultural environment with over 60 different nationalities
- Competitive Tax-free Salary
- Comprehensive Health Insurance
- Annual Air Ticket Allowance
- Employee discounts at multiple vendors across the Emirates
- Rewards & Recognitions
- Learning & Development opportunities
