Team Lead - Quality & Complaints

Own the end-to-end handling of escalated customer complaints, ensuring quick, effective resolution within defined SLAs to minimize customer dissatisfaction.

Act as the primary point of escalation for complex or sensitive complaints, coordinating with other departments where needed to reach a fair and timely resolution.

Conduct root cause analysis on recurring complaints to identify underlying issues and recommend long-term solutions to prevent recurrence.

Ensure all complaints are logged, categorized, and tracked in the system until resolution, and reviewed for process or policy improvement opportunities.

Monitor complaint volumes, resolution times, and recurring themes, flagging risk areas and trends to the Head of Call Center.

Conduct regular audits of customer interactions (voice, chat, email) to evaluate adherence to defined quality standards. Ensure compliance with Standard Operating Procedures (SOPs) and take corrective actions where necessary.

Identify gaps in current processes and recommend quality enhancements to the Head of Call Center to help ensure service excellence and minimize errors.

Gather and analyze customer feedback from various touchpoints to identify common issues, pain points, and improvement opportunities.

Foster a customer-centric culture within the team, ensuring every decision and action taken aligns with enhancing customer satisfaction and loyalty.

Provide clear leadership to the team by coaching and mentoring quality specialists and customer service representatives to ensure they are aligned with company goals and customer needs.

Deliver ongoing training to continuously improve the team's skills in handling customer queries, de-escalating complaints, and delivering high-quality interactions.

Conduct regular performance reviews, provide constructive feedback, and develop action plans to address any performance gaps, ensuring the team's continuous professional development.

Monitor quality and performance metrics, including customer satisfaction scores, first response times, and resolution rates, ensuring they meet or exceed targets.

Prepare and present clear, actionable reports to the Head of Call Center, highlighting complaint trends, challenges, and areas for improvement.