Lead Complaint Management

About the role

The Lead Complaint Management professional will own end‑to‑end performance monitoring, quality improvement and regulatory compliance for du's complaint handling function. Reporting to senior leadership, the role ensures that key metrics such as resolution TAT, FCR, CSAT and SLA compliance are consistently tracked and acted upon.

Key responsibilities

• Produce daily, weekly, monthly and quarterly performance dashboards and variance analyses for complaint KPIs.
• Develop corrective action plans and present findings to senior stakeholders.
• Drive quality improvements through calibration sessions, coaching plans and systematic QA score enhancements.
• Conduct floor walks, spot checks and call monitoring to identify improvement opportunities.
• Manage escalation processes for complaints outside the standard flow and lead cross‑functional resolution efforts.
• Ensure compliance with TRA/TDRA regulatory requirements and maintain audit‑ready documentation.
• Act as primary liaison between du IT and offshore partners for technology and system governance.

Required profile

• Proven experience in performance management, reporting and KPI monitoring within a call‑center or telecom environment.
• Strong analytical skills with the ability to conduct variance analysis and develop actionable insights.
• Excellent stakeholder management and communication abilities.
• Knowledge of regulatory compliance standards for complaint handling.

Required skills