Senior Customer Service Quality Lead

Zajel_official; Dubai; On-site; AED 201,000 - 290,000; Full time

Job summary

Zajel_official is seeking a Senior Customer Service Executive - Quality to uphold the operation’s goals, policies and procedures, and support the Customer Service Executives while handling escalations.

You will monitor calls, supervise the Executives, maintain work records, protect customer information, and pursue ongoing self-development to achieve high standards. Join a dynamic team and contribute to performance improvements during peak periods.

Qualifications

• Lead the Customer Service team and ensure adherence to quality standards.
• Handle escalations and monitor performance metrics.
• Provide guidance and training to Executives to improve service quality.

Responsibilities

• Monitor Calls and Support Executives
• Maintain Work-Related Records
• Maintains Customer Information Confidentiality
• Self-Development and goal setting with manager

Skills

Customer service management

Quality assurance

Escalation handling

Team leadership

Job description

Zajel_official is seeking a Senior Customer Service Executive - Quality to uphold the operation’s goals, policies and procedures, and support the Customer Service Executives while handling escalations.

You will monitor calls, supervise the Executives, maintain work records, protect customer information, and pursue ongoing self-development to achieve high standards. Join a dynamic team and contribute to performance improvements during peak periods.