Quality Assurance and Complaints Handling Specialist

• Evaluate and monitor interactions, including phone calls, emails, and tasks, to ensure quality service delivery and adherence to established protocols
• Carry out enhanced Operational checks on performance, adherence and productivity that will allow us to proactively identify areas for improvement and innovation
• Develop and implement quality assurance protocols and performance metrics to assess the Centre performance and identify areas for improvement
• Conduct regular audits of Centre processes and customer interactions to identify gaps and develop strategies for enhancement
• Handle escalated customer complaints and provide timely and effective resolution, ensuring customer satisfaction and retention
• Collaborate with Team leaders to provide coaching and training on best practices for customer service and efficient issue resolution
• Analyse customer feedback and complaint trends to identify root causes and implement preventive measures to address recurring issues
• Prepare and present reports on complaint resolution, and customer feedback to management and key stakeholders
• Act as a liaison between Centre operations and other departments to ensure alignment and consistency in addressing customer concerns

• Proven experience in a customer service, call centre, or helpdesk environment, with a focus on quality assurance and complaint handling
• Strong understanding of centre operations, customer service best practices, and performance metrics
• Excellent communication and interpersonal skills, with a focus on empathy, active listening, and conflict resolution
• Proficiency in using CAFM software and tools to track and monitor customer interactions and performance metrics
• Analytical mindset with the ability to identify trends, patterns, and root causes of customer complaints and feedback
• Ability to work independently and collaboratively in a fast-paced, dynamic environment

Certification in quality management or customer service is a plus