Quality and Compliant Team Leader

Quality Assurance Responsibilities:

• Review and evaluate agents’ interactions across multiple channels, including inbound/outbound calls, social media, WhatsApp, and surveys.
• Meet monthly interaction evaluation targets.
• Develop and implement quality assurance processes and procedures to ensure consistency and accuracy in customer interactions.
• Provide agents with constructive feedback and actionable guidance via evaluation notification emails.
• Conduct follow-up discussions with agents to clarify and elaborate on feedback.
• Identify training and onboarding needs to enhance agent performance.
• Monitor customer service performance at both individual and team levels to ensure alignment with company standards.
• Generate detailed reports to reflect support performance and quality metrics.
• Identify and report system or process issues that may impact quality or customer satisfaction.
• Perform additional duties as assigned related to quality assurance.

Complaint Management Responsibilities:

• Manage the entire complaint lifecycle, from receipt through resolution, ensuring accurate data entry and documentation.
• Route complaints to appropriate branches for evaluation and action.
• Contact customers for additional information or follow-ups when required.
• Serve as the first point of contact in the complaint-handling process, acknowledging complaints and informing customers about next steps.
• Investigate complaints thoroughly and determine outcomes based on case details.
• Raise aggregator compensation tickets in the CRM after validating cases.
• Review and ensure the accuracy and completeness of agents’ complaint submissions before escalating them to the appropriate parties.
• Provide training to agents on the complaint-handling process, as directed by management.
• Assist the team with training on the CRM system's complaint module.
• Escalate unresolved customer concerns to the appropriate management level.
• Highlight technical issues related to data integration across customer touchpoints.
• Generate reports and analyze data to track complaint resolution performance, identifying trends and areas for improvement.
• Perform additional duties as assigned related to complaint management.

• Bachelor’s degree in Business Administration, Management, or a related field (preferred).
• Minimum 3-5 years of experience in quality assurance, complaint handling, or a similar role within a customer service environment.
• Native Arabic speaker with fluent English (written and spoken).
• Proficient in CRM systems and complaint management tools
• Proven experience in leading teams, mentoring, and driving performance improvements.
• Strong problem-solving and decision-making skills, with the ability to manage escalations and resolve conflicts effectively.
• Excellent analytical abilities to interpret performance data, identify trends, and provide actionable insights.
• Exceptional communication and interpersonal skills with a customer-first mindset and a focus on delivering high-quality support.
• Highly organized and detail-oriented with excellent time management skills.
• Proactive, adaptable, and capable of working in a fast-paced environment.
• Experience in generating detailed reports and presenting findings to management.
• Ability to provide constructive feedback and train team members on quality and complaint processes.
• Familiarity with quality monitoring software and technical troubleshooting is a plus.
• Commitment to maintaining confidentiality and adhering to company policies.