Customer Experience Quality & Complaints Lead

Bayut; United Arab Emirates; On-site; AED 300,000 - 460,000; Full time

Job summary

Bayut & dubizzle in the UAE seeks a Team Leader – Quality & Complaints to drive day-to-day QA and complaints handling within the team, coaching members, and using data-driven insights to close quality gaps.

You will own end-to-end escalation resolution, conduct audits across voice, chat, and email, and work with multiple teams to align on standards and continuous improvement initiatives, delivering enhanced customer experiences.

Responsibilities

• Own end-to-end handling of escalated customer complaints, ensuring quick, effective resolution within SLAs.
• Act as primary escalation point for complex or sensitive complaints, coordinating with other departments for fair resolutions.
• Conduct root cause analysis on recurring complaints and recommend long-term fixes.
• Ensure all complaints are logged, categorized, and tracked until resolution.
• Monitor complaint volumes and resolution times, flag risks and trends to Head of Call Center.
• Audit customer interactions (voice, chat, email) for adherence to SOPs and quality standards.
• Identify gaps in processes and propose quality enhancements.
• Gather and analyze customer feedback to identify common issues and improvements.
• Foster a customer-centric culture and align decisions with customer needs.
• Provide coaching and training to quality specialists and agents to improve handling of queries.
• Conduct regular performance reviews and development plans for the team.
• Monitor key metrics and present actionable reports to leadership.

Job description

Bayut & dubizzle in the UAE seeks a Team Leader – Quality & Complaints to drive day-to-day QA and complaints handling within the team, coaching members, and using data-driven insights to close quality gaps.

You will own end-to-end escalation resolution, conduct audits across voice, chat, and email, and work with multiple teams to align on standards and continuous improvement initiatives, delivering enhanced customer experiences.