خبير إدارة الشكاوى

Job Overview This role is conducted within the vision, mission, and strategic plan of the Insurance Authority. The Specialist of Complaints Management ensures every consumer grievance is systematically captured, validated and progressed within agreed service levels, regulatory frameworks and organizational quality standards. Reporting to the Manager of Complaints Management, this role will coordinate multi-functional fact-finding and stakeholder communications to drive timely, customer-centric case resolution. The position safeguards data integrity by maintaining audit-ready digital files and producing actionable dashboards that illuminate root-cause trends and performance against targets. Through disciplined compliance, analytical reporting and knowledge-base enhancements, the specialist underpins continuous improvement initiatives that elevate consumer confidence and enterprise risk posture. Responsibilities and Tasks Receive and accurately log all complaints received via phone, email, social media and self-service portals into the approved CRM, applying the correct category codes, time stamps and priority levels outlined in the Complaints Management SOPs. Validate submitted forms and evidence, proactively contacting complainants to clarify details or obtain missing documentation required for effective triage. Conduct initial fact-finding by coordinating with contact-centre agents, product specialists and external partners to gather statements, service records and supporting evidence. Compile clear case summaries with recommended next actions and forward them to the Manager of Complaints Management for approval or escalation, adhering to the established escalation matrix. Track open actions against service-level targets, sending timely reminders to accountable owners and updating customers on progress through approved communication templates. Maintain complete, audit-ready electronic case files, ensuring all correspondence, approvals and evidence are uploaded to the enterprise content-management repository. Generate weekly and monthly dashboard reports that highlight volumes, root-cause trends and ageing analysis to support management review and continuous-improvement initiatives. Review each closure pack against Consumer Protection Policy, regulatory guidelines and ISO-based quality checklists, documenting any deviations and flagging them to the Quality Assurance Lead. Support internal and external audits by retrieving requested records, explaining applied procedures and correcting data anomalies identified during sample checks. Capture lessons learned, update standard response templates and contribute to the knowledge base to improve first-contact resolution and reduce repeat complaints. Participate in team huddles, calibration sessions and after-action reviews, sharing insights to refine processes and enhance customer-experience metrics. Perform other job duties as assigned.