- Conduct thematic root-cause analysis (RCA) of customer complaints, to identify recurring issues across processes, systems, policies, and people.
- Collaborate with stakeholders to implement improvements, reduce complaints, and enhance customer experience.
- To improve customer satisfaction scores (CSAT) on complaint resolution, by analyzing, monitoring feedback on complaint resolutions, and identifying opportunities to improve service quality.
- Facilitate training, coaching, and feedback sessions for complaint-handling agents, ensuring continuous improvement in resolution quality.
- Manage governance of the complaints handling team by overseeing adherence to regulatory standards, internal policies, and defined processes
- Prepare and present insightful complaint RCA reports and thematic trend analyses with proposed actions to senior leadership and forums, driving strategic improvements through regular weekly and monthly reporting.
- Conduct deep-dive RCA on customer complaints to identify patterns, trends, and underlying issues across process, system, policy, and people gaps.
- Develop actionable insights and recommendations to address recurring customer pain points.
- Work with cross-functional teams to facilitate process enhancement projects that improve customer experience and minimize complaints.
- Conduct workshops, brainstorming sessions, and service recovery discussions with key business units.
- Leverage data analytics and customer insights to support process change proposals.
- Conduct regular coaching, Trainings and feedback sessions with complaints-handling agents based on RCA findings.
- Lead quality assessment exercises, ensuring adherence to resolution best practices.
- Analyze customer feedback and satisfaction scores on complaint resolution, identifying trends and opportunities to improve service recovery.
- Develop improvement plans to increase CSAT and reduce dissatisfaction drivers.
- Work closely with the Complaints Handling Team to refine communication strategies and enhance resolution quality.
- Track the impact of implemented changes, ensuring sustained improvements.
- Prepare insightful decks and reports on complaints RCA, thematic trends, and proposed actions.
- Present findings to senior leadership and stakeholders, driving discussions on strategic improvements.
- Provide quarterly and monthly updates on complaints reduction initiatives and their impact.
- Weekly & monthly reporting of complaints RCA to internal teams, working group & forums.
- Participate in Regular Agile Scrums and drive business assigned Objectives to reduce complaints and improve customer experience
- 5+ years of experience in complaints management, customer experience, quality assurance, or process improvement
- Experience in analyzing customer complaints, CSAT trends, and driving process optimization projects
- Ability to conduct in-depth RCA and derive meaningful insights from complaint data.
- Strong knowledge of complaints, regulatory frameworks and industry best practices.
- Excellent interpersonal and communication skills with strong problem-solving skills
- Knowledge of Lean, Six Sigma, or other continuous improvement methodologies is an advantage.
- Should possess exceptional abilities to handle complexities of stakeholder engagement with regards to problem resolution
- Passion for improving service delivery and reducing customer pain points.
- Communication & Presentation Skills – Ability to prepare structured decks and effectively present insights to leadership.
- Coaching & Training Ability – Experience in mentoring and upskilling teams to improve complaints handling quality.
- Data-Driven Approach – Ability to leverage complaint metrics and CSAT insights for strategic decision-making Graduate
- Advanced skills of Microsoft Excel and PowerPoint
- Graduate
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