Qureos Mentor

We are seeking an experienced Head of Customer Complaints to lead and enhance our complaints management function. The ideal candidate will have a strong background in Customer Satisfaction, Quality Assurance, and process improvement, with the ability to transform customer feedback into actionable operational enhancements.Key Responsibilities:<ul><li>Lead and manage the Complaints team to ensure timely and effective resolution</li><li>Monitor and improve Customer Satisfaction (CSAT) &amp; complaint resolution KPIs</li><li>Conduct Root Cause Analysis for recurring issues and implement corrective actions</li><li>Develop and enhance complaints handling processes &amp; SLA adherence</li><li>Collaborate with cross-functional departments (Operations, Sales, Logistics, Service)</li><li>Prepare analytical reports and present insights to senior management</li></ul>Requirements:<ul><li>7+ years of experience in Customer Service / Complaints Management</li><li>Strong background in Customer Satisfaction (CSAT / NPS)</li><li>Experience in Quality Assurance / Quality Management frameworks</li><li>Proven experience in escalation management</li><li>Strong analytical and reporting skills</li><li>Experience in Telecom or Retail industry is a strong plus</li><li>Leadership experience managing teams</li></ul>What We&rsquo;re Looking For:A strategic thinker who doesn&rsquo;t just solve complaints &mdash; but prevents them.Job Type: Full-time

Head of Customer Complaints

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Head of Customer Complaints