Senior Contact Center Quality & Customer Experience Lead

Tanqeeb; Abu Dhabi; On-site; AED 167,000 - 257,000; Full time

Job summary

Tanqeeb in Abu Dhabi is seeking a seasoned contact center professional to oversee service quality standards, monitor performance, and drive excellence in customer interactions. This role demands 6+ years of experience and a Bachelor's degree in Administrative Sciences or related fields.

You will analyze reports, guide staff, resolve complaints, and coordinate with other departments to ensure timely responses and continuous improvement in service delivery.

Qualifications

• Minimum 6 years of experience in a contact center or service quality role.
• Bachelor's degree in Administrative Sciences or related fields.
• Experience in analyzing performance metrics and implementing improvements.

Responsibilities

• Monitor the implementation of service quality standards within the Contact Center to ensure delivery of excellent services and customer satisfaction.
• Prepare and analyze performance reports and service quality indicators, and recommend opportunities for improvement.
• Supervise the performance of Contact Center employees and provide guidance to ensure attainment of operational objectives.
• Monitor and resolve customer complaints, ensuring closure in line with procedures and policies.
• Coordinate with relevant departments to ensure timely responses to reports, inquiries, and customer requests.
• Prepare and analyze performance reports and service quality metrics, and identify areas for continuous improvement.

Skills

Quality monitoring

Performance reporting

Team supervision

Customer service

Education

Bachelor's Degree

Job description

Tanqeeb in Abu Dhabi is seeking a seasoned contact center professional to oversee service quality standards, monitor performance, and drive excellence in customer interactions. This role demands 6+ years of experience and a Bachelor's degree in Administrative Sciences or related fields.

You will analyze reports, guide staff, resolve complaints, and coordinate with other departments to ensure timely responses and continuous improvement in service delivery.