Lead Complaint Management & Quality Assurance

du; Dubai; On-site; AED 279,000 - 446,000; Full time

Job summary

du in Dubai seeks a Senior Operations Manager to lead performance reporting, complaint handling, and cross-functional coordination across Networks, Billing, Retail, and Back Office. You will drive quality improvements, manage escalation processes, and ensure regulatory compliance in a fast-paced telecom environment.

You will mentor a team of 10+ professionals, optimize processes, and align operational activities with business goals to support customer experience excellence.

Qualifications

• Bachelor's degree in Business Administration, Management, or a related field.
• Professional certifications in customer experience (e.g., CCXP), quality management (e.g., Six Sigma Green Belt), or project management (e.g., PMP, PRINCE2) are an advantage

Responsibilities

• Own and deliver dashboards for daily, weekly, monthly, and quarterly performance; report key KPIs to leadership.
• Lead calibration, coaching, and QA improvements across all complaint queues; ensure Operations participation.
• Manage end-to-end escalation process and cross-functional coordination to resolve root causes and improve processes.
• Ensure regulatory compliance with TRA/TDRA requirements and support audits and reviews.

Skills

English fluency

Arabic preferred

CRM platforms

Data analytics

Excel & PowerPoint

Stakeholder management

Problem solving

Education

Bachelor's degree in Business Administration

Tools

Salesforce

Oracle CRM

Workforce management tools

BI platforms

Job description

du in Dubai seeks a Senior Operations Manager to lead performance reporting, complaint handling, and cross-functional coordination across Networks, Billing, Retail, and Back Office. You will drive quality improvements, manage escalation processes, and ensure regulatory compliance in a fast-paced telecom environment.

You will mentor a team of 10+ professionals, optimize processes, and align operational activities with business goals to support customer experience excellence.