Team Lead Compliance

4 weeks ago


Rawalpindi Cantonment, Pakistan DWP Group Full time

We are looking for a skilled and experienced Team Lead Compliance to oversee after-sales support in the Consumer Electronics industry. The ideal candidate will manage compliance within customer care operations and call centers, ensuring adherence to service level agreements (SLAs) and company standards. This role involves monitoring key performance indicators (KPIs), resolving customer concerns, and driving improvements in customer experience.

Key Responsibilities:

  • Act as the Regional Compliance Manager, reporting to the Compliance Manager at the Head Office.
  • Monitor performance KPIs for customer care operations to ensure service quality and efficiency.
  • Ensure call centers adhere to agreed KPIs for compliance with SLAs, addressing any performance gaps.
  • Take proactive measures to prevent and resolve customer dissatisfaction, ensuring smooth operations.
  • Ensure compliance with internal standards and guidelines, ensuring these translate into an enhanced customer experience.

Qualifications:

  • Bachelor's degree in Electrical, Mechanical, or Industrial Engineering.
  • 5-6 years of relevant experience in Customer Care within the Consumer Electronics industry.
  • Strong IT and analytical skills, conflict resolution abilities, and a customer-focused mindset.
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