InsuranceMarket.ae™
Website:
insurancemarket.ae
Job details:
Customer Experience Executive - Quality & Governance
Location: 100% Remote
Compensation: AED 3,000
About InsuranceMarket.ae
InsuranceMarket.ae, part of Alfred Holdings, is a leading UAE-based digital insurance marketplace committed to simplifying insurance through technology, expert advice, and customer-focused solutions. We help individuals and businesses find suitable insurance coverage while delivering a seamless and reliable customer experience.
At InsuranceMarket.ae, we continuously work to improve how customers interact with our services by strengthening operational processes, maintaining high service standards, and using technology and data to drive better outcomes.
About the Role
We are looking for a detail-oriented and customer-focused Customer Experience Executive – Quality & Governance to support our Quality & Governance Division.
In this role, you will conduct frontline Quality Assurance (QA) audits, manage complaints from receipt through resolution, and execute mystery shopping assignments to evaluate service quality across customer touchpoints. You will analyze customer feedback, audit findings, and complaint trends to identify service gaps and recommend practical improvements.
Working closely with CX, Complaints, Training, Product, Technology, and Operations teams, you will help strengthen service consistency, improve advisor performance, support regulatory compliance, and enhance the overall customer experience. You will also contribute to AI-enabled quality monitoring, reporting, and workflow automation initiatives.
Key Responsibilities
1. Complaint Case Management
- Receive, log, categorize, and track customer complaints through to resolution.
- Maintain accurate and complete records in complaint management systems.
- Monitor complaint resolution timelines and service-level agreements (SLAs), escalating potential delays promptly.
- Support the preparation of responses for high-impact or regulatory complaints.
- Ensure complaint closure records and supporting evidence are complete, compliant, and audit-ready.
- Conduct quality checks on complaint documentation, resolution notes, and closure accuracy.
2. Quality Assurance & Governance
- Conduct QA audits of customer interactions, advisor performance, and adherence to internal service standards.
- Apply standardized QA checklists and evaluation criteria across digital, telephone, and in-person channels.
- Identify recurring service issues, compliance concerns, and gaps in frontline performance.
- Escalate significant findings and systemic service gaps to the Manager – Quality & Governance.
- Maintain accurate QA records and support consistent evaluation practices across customer-facing teams.
3. Mystery Shopping & Service Audits
- Plan and execute mystery shopping assignments across branches, digital platforms, and advisor touchpoints.
- Evaluate service delivery, customer engagement, frontline behaviour, and adherence to brand standards.
- Document findings and provide structured feedback to support coaching, training, and process improvements.
- Highlight service inconsistencies, behavioural gaps, and opportunities to improve the customer journey.
4. Data Analysis, Insights & Reporting
- Consolidate QA results, complaint trends, and mystery shopping findings into reports and dashboards.
- Analyse data to identify recurring complaints, service bottlenecks, compliance risks, and improvement opportunities.
- Support management presentations with clear insights, trend analysis, and practical recommendations.
- Participate in cross-functional review meetings and follow up on agreed improvement actions.
- Maintain accurate, audit-ready QA outcomes and frontline KPI data to support performance reviews and management decision-making.
5. Collaboration & Cross-Functional Support
- Work closely with CX, Complaints, Training, Product, Technology, and Operations teams to ensure findings translate into actionable improvements.
- Support the integration of QA learnings into advisor coaching, training programmes, and operational processes.
- Coordinate with relevant stakeholders to track corrective actions and monitor progress.
- Build positive working relationships through clear communication, structured documentation, and timely follow-ups.
6. Innovation & AI-Driven Practices
- Use AI-enabled tools for QA scoring, sentiment analysis, complaint diagnostics, and workflow optimization.
- Maintain and update digital dashboards to improve visibility into advisor performance, complaint trends, and service quality.
- Support automation initiatives involving complaint tracking, QA reporting, and mystery shopping documentation.
- Identify opportunities to improve efficiency and consistency through technology and data-driven practices.
- Contribute to a culture of continuous learning, innovation, and responsible AI adoption within Quality & Governance.
What We’re Looking For
Qualifications & Experience
- Bachelor’s degree in Business, Quality Management, Banking, Insurance, or a related field.
- 3–7 years of experience in complaints handling, Quality Assurance, Customer Experience, or service governance, preferably within financial services.
- Experience using complaint management systems, QA tools, dashboards, or reporting platforms.
- Understanding of complaint-handling standards, regulatory requirements, and quality assurance frameworks.
- Exposure to auditing, compliance monitoring, or mystery shopping is an advantage.
- Experience analyzing service data and translating findings into practical improvements.
- Familiarity with AI-enabled analytics, workflow automation, or digital reporting tools is preferred.
Skills & Competencies
- Strong organizational, coordination, and documentation skills.
- High attention to detail and a commitment to accuracy, quality, and compliance.
- Clear communication and effective stakeholder management.
- Analytical thinking and the ability to interpret QA results and complaint data.
- A customer-centric mindset with a focus on service excellence and continuous improvement.
- Ability to manage multiple priorities, meet deadlines, and follow through on agreed actions.
- Comfort working with digital tools and adapting to new technologies.
Key Success Metrics
- Accurate complaint logging, tracking, and closure within applicable SLAs and regulatory timelines.
- Consistent QA audit coverage across customer-facing channels.
- Reduction in service inconsistencies, compliance breaches, and reopened complaints.
- Improvements in advisor performance and training outcomes informed by QA findings.
- Measurable contribution to NPS, CSAT, and customer review improvements through quality and complaint interventions.
- Timely implementation of corrective actions and systemic service improvements.
- Demonstrable efficiency gains through AI-enabled tools and workflow automation.
Why Join InsuranceMarket.ae?
- Be part of a leading UAE-based digital insurance marketplace within Alfred Holdings.
- Contribute directly to improving customer experience, service quality, and operational governance.
- Work cross-functionally with teams across Customer Experience, Operations, Product, and Technology.
- Explore opportunities to use AI, analytics, and automation to improve how service quality is measured and managed.
- Make a meaningful impact on customer trust, regulatory compliance, and service excellence.
If you are passionate about customer experience, quality assurance, and continuous improvement, we’d love to hear from you.
Click on Apply to know more.