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Key skills in this ad
Skills and tools
Complaints handling
Testing
Lean
Excel
Experience
Experience: 5+ years
Picked out automatically from the employer's ad. Read the full description before applying.
About this role
Job Description
Job Purpose:
To conduct thematic root-cause analysis (RCA) of customer complaints, identifying gaps in processes, systems, policies, and people that contribute to recurring issues.
To collaborate with stakeholders and process owners to brainstorm potential improvements, drive process optimization initiatives, tracking the identified actions progress and enhance overall customer experience by reducing complaints.
To improve customer satisfaction scores (CSAT) on complaint resolution, by analyzing, monitoring feedback on complaint resolutions, and identifying opportunities to improve service quality.
Facilitate training, coaching, and feedback sessions for complaint-handling agents, ensuring continuous improvement in resolution quality.
Manage governance of the complaints handling team by overseeing adherence to regulatory standards, internal policies, and defined processes
Key Result Area:
Conduct deep-dive RCA on customer complaints to identify patterns, trends, and underlying issues across process, system, policy, and people gaps
Develop actionable insights and recommendations to address recurring customer pain points.
Work with cross-functional teams to facilitate process enhancement projects that improve customer experience and minimize complaints.
Conduct workshops, brainstorming sessions, and service recovery discussions with key business units.
Leverage data analytics and customer insights to support process change proposals.
Conduct regular coaching, Trainings and feedback sessions with complaints-handling agents based on RCA findings.
Lead quality assessment exercises, ensuring adherence to resolution best practices.
Analyze customer feedback and satisfaction scores on complaint resolution, identifying trends and opportunities to improve service recovery.
Develop improvement plans to increase CSAT and reduce dissatisfaction drivers.
Work closely with the Complaints Handling Team to refine communication strategies and enhance resolution quality.
Track the impact of implemented changes, ensuring sustained improvements.
Prepare insightful decks and reports on complaints RCA, thematic trends, and proposed actions.
Present findings to senior leadership and stakeholders, driving discussions on strategic improvements.
Provide quarterly and monthly updates on complaints reduction initiatives and their impact.
Weekly & monthly reporting of complaints RCA to internal teams, working group & forums.
Knowledge, Skills and Experience:
5+ years of experience in complaints management, customer experience, quality assurance, or process improvement
Experience in analyzing customer complaints, CSAT trends, and driving process optimization projects
Ability to conduct in-depth RCA and derive meaningful insights from complaint data.
Strong knowledge of complaints, regulatory frameworks and industry best practices.
Excellent interpersonal and communication skills with strong problem-solving skills
Knowledge of Lean, Six Sigma, or other continuous improvement methodologies is an advantage.
Should possess exceptional abilities to handle complexities of stakeholder engagement with regards to problem resolution
Passion for improving service delivery and reducing customer pain points.
Communication & Presentation Skills โ Ability to prepare structured decks and effectively present insights to leadership.
Coaching & Training Ability โ Experience in mentoring and upskilling teams to improve complaints handling quality.
Data-Driven Approach โ Ability to leverage complaint metrics and CSAT insights for strategic decision-making Graduate
Advanced skills of Microsoft Excel and PowerPoint
Graduate
Job Info
Job Identification
6802
Job Category
MashreqBank
Posting Date
11/09/2026
Apply Before
11/16/2026
Job Schedule
Full time
Locations
United Arab Emirates
(Fulltime office (FTO))
Analytics
Communication
Delivery
Senior
Pay
Pay is not stated in the ad.
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