Quality and Compliant Team Leader

6 days ago

الرياض, Saudi Arabia Morni Full time

**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.
- 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.

**Requirements**:

- 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.

  • Team Leader

    1 week ago

    الرياض, Saudi Arabia Six Flags Qiddiya City and Aquarabia Full time

    At Six Flags Qiddiya City and Aquarabia, the **Team Leader - Food & Beverage** will assist in overseeing daily operations within the Food & Beverage department. This role involves supervising staff, ensuring high standards of food quality and guest service, and maintaining a clean and organized working environment. The Team Leader will work closely with the...

  • Team Leader

    1 week ago

    الرياض, Saudi Arabia Kone Full time

    Certified as a Top Employer; KONE is dedicated to a better world of work and exhibits this through excellent people practices. We are committed to fostering a great work culture and inspiring the highest standards of quality and efficiency putting our people first and creating a workplace that nurtures collaboration, diversity, growth and wellbeing....

  • Cleaning and Detailing Team Leader

    2 weeks ago

    الرياض, Saudi Arabia Syarah Full time

    **Syarah **is on a mission to change how people buy their cars in Saudi and. We offer buyers an end-to-end digital car buying experience where they can buy their next car from the comfort of their living rooms. Under the hood, we build systems to manage sourcing of cars, inspection, photography, merchandising, reconditioning, financing, insurance, shipping...

  • SOC Team Leader

    7 days ago

    الرياض, Saudi Arabia CCDS Full time

    CCDS is a leading provider of cutting-edge cybersecurity solutions and services. We are currently seeking a highly skilled and motivated Saudi SOC Team Leader to join our team. As a Saudi SOC Team Leader at CCDS, you will play a key role in managing and leading a team of cybersecurity analysts to provide exceptional security operation center (SOC) services...

  • Renewable Sales Team Leader

    2 weeks ago

    الرياض, Saudi Arabia Company: Bureau Veritas Full time

    Renewable Sales Team Leader**Date**:Sep 18, 2024 **Location**: Riyadh, Ar Riyad, SA **Company**:Bureau Veritas We are a world leader in Testing, Inspection and Certification (TIC), delivering high quality services to help clients meet the growing challenges of quality, safety, environmental protection and social responsibility. **1. Education** Bachelor...

  • Team Leader

    6 hours ago

    الرياض, Saudi Arabia Otis Full time

    Date Posted: 2025-02-11 Country: Saudi Arabia Location: Otis Elevator Company Saudi Arabia Ltd, 1st Floor, Tower A, Al Malga Business Center, Anas Bin Malik Street, Al Malga, Riyadh, Saudi Arabia Role Overview: The role holder is responsible for carrying out service field activities (preventive maintenance, call back attendance, planned/un planned repair...

  • Data Management Team Leader

    2 weeks ago

    الرياض, Saudi Arabia Preventive Systems Full time

    **Job description** **Job Summary** **Key Responsibilities** - **Team Leadership**: - Lead, mentor, and manage a team of data professionals, fostering a collaborative and high-performance work environment. - Allocate resources effectively to ensure timely delivery of projects. - **Project Management**: - Oversee the design, development, and...

  • Team Leader

    6 days ago

    الرياض, Saudi Arabia Six Flags Qiddiya City and Aquarabia Full time

    Job Summary: At Six Flags Qiddiya City, the Team Leader - Park Security will play a vital role in ensuring the safety and security of guests, employees, and park assets. This role involves supervising a team of security officers, coordinating daily security operations, and maintaining a secure environment in line with organizational policies and safety...

  • Presales Team Leader

    2 days ago

    الرياض, Saudi Arabia Giza Systems EG Full time

    **Role Overview**: - The Pre-sales Team Leader will lead and grow the Telecom sector portfolio by driving technical innovation, delivering customized solutions, and supporting the Pre-sales strategy. Working closely with sales teams, technical teams, project managers, and vendors, the leader will ensure the development and delivery of cutting-edge Telecom...

  • Security Guard Team Leader

    2 weeks ago

    الرياض, Saudi Arabia Nice One Full time

    Our company is seeking a skilled and responsible individual to join our security team as a Security Guard Team Leader. In this critical role, you will lead and oversee the security operations, ensuring a safe and secure environment for staff and visitors. This position requires leadership skills, strong attention to detail, and the ability to respond swiftly...