Complaints & Service Improvement Lead

Translation Empire; Saddar; On-site; PKR 670,000 - 1,004,000; Full time

Benefits offered by this job

Office-based work

Job summary

Translation Empire is seeking a dedicated complaint handling supervisor in Pakistan to lead a team and ensure service quality. You will supervise case reviews, drive process improvements, and enforce performance targets while maintaining accurate data and reporting for management reviews.

The role emphasizes coaching, cross-functional collaboration, and continuous improvement to deliver a seamless customer experience and meet contractual standards.

Qualifications

• 2 years’ experience in a similar role.
• Strong complaint handling expertise.
• Excellent analytical and Excel skills.
• Detail-oriented and collaborative.

Responsibilities

• Review ongoing cases with the team and advise on service improvements.
• Maintain data and generate trend reports.
• Meet SLAs and KPIs per contract.
• Perform root-cause analysis to reduce complaints.
• Coach and mentor the team to improve performance.

Skills

Complaint handling

Excel

Attention to detail

Collaboration

Data analysis

Tools

Excel

Job description

Translation Empire is seeking a dedicated complaint handling supervisor in Pakistan to lead a team and ensure service quality. You will supervise case reviews, drive process improvements, and enforce performance targets while maintaining accurate data and reporting for management reviews.

The role emphasizes coaching, cross-functional collaboration, and continuous improvement to deliver a seamless customer experience and meet contractual standards.