Quality Controller - Customer Experience - Dubai Holding Community Management

About Dubai Holding Community Management:

Dubai Holding Community Management (DHCM) is a premium community management services provider under the umbrella of Dubai Holding. Established in 2021, DHCM has quickly become a leader in the industry, offering exceptional services to maintain and enhance residential communities and districts across Dubai.

At DHCM, we believe in creating sustainable and vibrant communities that offer a sense of belonging to residents. Our team of experts provides various services, including community and district management, technical management, and financial management.

Our community and district management services ensure that each community is well-maintained, secure, and operates efficiently. We manage common areas, enforce community rules and regulations, coordinate with local authorities, and respond to residents' concerns promptly and effectively

We proudly manage a portfolio of prestigious communities, including Bluewaters, City Walk, Port de La Mer, Bvlgari Residences, Jumeirah Beach Residence (JBR), and Business Bay Executive Towers, among others. Additionally, we manage iconic districts, including Business Bay, Dubai Land Residences, Jaddaf Waterfront, Dubai Media City, Dubai Internet City, Dubai Studio City, Dubai Harbour, and more.

About the Role:

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.

About you:

The ideal candidate will have the below qualifications and experience:

• 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.

About Benefits:

At Dubai Holding, we're committed to nurturing the success and well-being of our colleagues. Join our dynamic and diverse team, and enjoy a comprehensive benefits package that includes competitive compensation, career development opportunities, and a collaborative work environment. We strongly believe in creating an empowered Internal workforce that will help us build a connected city for tomorrow. We are committed to attracting the brightest minds and nurturing the most pioneering candidates who desire to make a great impact on the future of Dubai.