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 a

📌 Customer Experience Executive (India)
🏢 InsuranceMarket.ae™
📍 India