Operational Quality & Complaint Analyst📣 إعلان

About CleanLife | كلين لايف and the Role

CleanLife | كلين لايف is seeking an Operational Quality & Complaint Analyst to join our team in Riyadh, Saudi Arabia. This is a full-time position focused on ensuring outstanding customer satisfaction and driving continuous operational improvement through effective complaint management and quality analysis.

Role Overview

The Operational Quality & Complaint Analyst will be responsible for investigating customer complaints, identifying their root causes, and coordinating with field teams to implement effective resolutions. This role requires a combination of analytical thinking, customer empathy, and decisive operational judgment to transform negative experiences into positive outcomes and contribute to overall service quality enhancement.

Key Responsibilities

• Receive, review, and analyze customer complaints submitted through various channels, including calls, social media, and the mobile application.
• Examine complaint-related photos and supporting documents against established company quality standards.
• Coordinate directly with supervisors and field teams to verify incidents and conduct thorough Root Cause Analysis (RCA).
• Make timely and well-informed decisions regarding appropriate resolutions, such as service recovery, compensation, or corrective operational actions.
• Professionally handle escalated and dissatisfied customers, aiming to resolve issues and improve customer perception.
• Prepare regular reports highlighting recurring complaint trends, root causes, and recommendations for operational and service quality improvements.
• Collaborate with cross-functional teams to ensure effective implementation of corrective and preventive actions.
• Contribute to continuous improvement initiatives designed to enhance service quality and overall customer experience.

Qualifications and Experience

• A minimum of 5 to 10 years of relevant experience in quality assurance, customer service, or complaint management.
• Strong analytical skills with the ability to assess visual evidence and connect it to real operational situations.
• Confident and decisive personality, capable of working effectively with field operations teams.
• Excellent ability to work under pressure and manage multiple customer cases simultaneously.
• Experience using CRM systems and Microsoft Office is considered an advantage.

Essential Skills

• Strong communication skills for interacting with customers and internal teams.
• Effective negotiation abilities to reach mutually beneficial resolutions.
• Proven conflict-resolution skills to handle challenging customer interactions.

Location and Work Type

This is a full-time position based in Riyadh, Saudi Arabia. The role requires a dedicated professional committed to maintaining high standards of operational quality and customer satisfaction.