Controller - Quality UAEN

Job Purpose

JOB DESCRIPTION

To provide comprehensive support to the Customer Care Centre, focusing on quality management, process optimization, strategic planning, and service development to enhance customer satisfaction and operational efficiency within DHCM communities.

Key Responsibilities

• Develop and implement strategic plans to identify new business opportunities and enhance Customer Care Centre services.
• Assist the Manager in updating policies and procedures to align with best practices.
• Identify, evaluate, and analyze business development opportunities (both strategic and operational).
• Collaborate cross-functionally to ensure effective implementation of processes and policies, proactively contributing to continuous improvement initiatives.
• Facilitate informed decision-making by providing timely information, expertise, and support related to instructional design, development, and feedback mechanisms.
• Ensure Customer Care Centre operations comply with all policies, processes, and procedures, recommending and implementing necessary changes.
• Advise on technology best practices, working with IT to identify requirements, propose solutions, and align IT strategies with business objectives.
• Leverage technology and systems to automate key operational tasks, maximizing accuracy and customer satisfaction.
• Analyze Customer Care Centre processes, supporting leadership in meeting planning, business approach development, data design, and performance improvement initiatives.
• Regularly evaluate departmental and team member performance, providing feedback to management.
• Analyze and report on operational performance results, recommending process improvements and program initiatives.
• Collaborate with the Customer Care team to enhance quality performance, align goals, and provide support in people metrics, reporting, and advanced predictive analytics.
• Manage daily responsibilities, delegate tasks, and evaluate performance.
• Manage the implementation of relevant applications and systems to optimize existing processes.
• Resolve escalated customer complaints and complex issues.
• Oversee Customer Care Centre audits.
  
  

• Bachelor’s degree in business administration or a related field.
• 7+ years of experience in quality management, business development, and customer service.
• Proficient analytical, data management, and problem-solving skills.
• Expertise in various software and analytical tools.
• Strong change management, negotiation, and communication skills.
• Demonstrated commitment to exceptional customer service.
• Proven experience in progressive quality roles.
• Ability to instruct, direct, evaluate employees, and resolve work-related issues.
• Adaptability to change and effective prioritization skills.
• Excellent time management and organizational skills.
• Exceptional listening and analytical skills.