Quality & Complaints Team Lead: Customer Excellence

dubizzle; Dubai; On-site; AED 180,000 - 240,000; Full time

Benefits offered by this job

Competitive tax-free salary

Health insurance

Annual air ticket allowance

Employee discounts

Learning & development opportunities

Rewards & recognitions

Job summary

Bayut & dubizzle is seeking a Team Leader - Quality & Complaints to drive day-to-day quality assurance and complaints handling within the team, ensuring the highest level of service delivery and customer experience. You will conduct audits, coach and mentor team members, and use data-driven insights to identify and resolve quality gaps.

You will also own the end-to-end resolution of escalated customer complaints, working closely with all the teams to align on standards, priorities, and

Qualifications

• Bachelor's Degree is required.
• 3-4 years of experience in quality assurance, customer service, or complaints handling, preferably in the UAE.
• 1-2 years of team leadership experience in a quality or complaints function.
• Proficiency in data analysis tools and Microsoft Office Suite.

Responsibilities

• Own end-to-end handling of escalated customer complaints with defined SLAs.
• Serve as primary escalation point for complex or sensitive complaints.
• Conduct root cause analysis to identify underlying issues and prevent recurrence.
• Log, categorize, and track all complaints in the system until resolution.
• Monitor complaint volumes and trends, reporting to Head of Call Center.
• Conduct regular audits of customer interactions to ensure SOP compliance.
• Identify and implement quality enhancements with the Head of Call Center.
• Analyze customer feedback to identify pain points and opportunities.
• Foster a customer-centric culture and mentor quality specialists and CSRs.
• Deliver ongoing training to improve handling of queries and de-escalation.
• Conduct performance reviews and develop action plans for improvement.
• Monitor key metrics to meet or exceed targets and present reports.

Skills

Leadership

Communication

Data analysis

Quality assurance

Customer experience

Problem solving

Education

Bachelor's Degree

Tools

Microsoft Office Suite

Quality monitoring software

Job description

Bayut & dubizzle is seeking a Team Leader - Quality & Complaints to drive day-to-day quality assurance and complaints handling within the team, ensuring the highest level of service delivery and customer experience. You will conduct audits, coach and mentor team members, and use data-driven insights to identify and resolve quality gaps.

You will also own the end-to-end resolution of escalated customer complaints, working closely with all the teams to align on standards, priorities, and