Quality & Complaints Team Lead for Customer Experience

Bayut & Dubizzle; Dubai; On-site; AED 180,000 - 280,000; Full time

Benefits offered by this job

Competitive tax-free salary

Comprehensive health insurance

Annual air-ticket allowance

Employee discounts across Emirates

Rewards & Recognitions

Learning & Development opportunities

Job summary

Bayut & dubizzle is seeking a Team Leader – Quality & Complaints in the UAE to drive QA and complaints handling within the team. You will coach quality specialists, audit interactions, and use data-driven insights to close gaps while upholding service levels.

You will lead cross-functional cooperation to resolve escalated issues, monitor trends, and deliver continuous improvements in a fast-paced, multicultural environment.

Qualifications

• Bachelor’s degree required; UAE experience preferred.
• 3–4 years in QA, customer service, or complaints handling.
• 1–2 years of team leadership in quality/complaints.
• Strong understanding of QA frameworks and customer experience.
• Proficient in data analysis tools and MS Office.
• Excellent communication, leadership and coaching skills.
• Analytical with ability to translate data into actions.
• Customer-focused mindset and attention to detail.

Responsibilities

• Own end-to-end handling of escalated complaints within SLAs.
• Act as primary escalation point for complex complaints with other departments.
• Conduct root cause analysis and propose long-term fixes.
• Log, categorize and track all complaints; ensure SOP adherence.
• Monitor volumes, resolution times, and KPI trends.
• Provide leadership and ongoing training to the team.
• Prepare reports for Head of Call Center with insights.

Skills

Quality assurance

Customer service

Team leadership

Data analysis

Microsoft Office

Communication

Coaching

Problem-solving

Continuous improvement

Education

Bachelor’s Degree

Tools

Quality monitoring software

Microsoft Office Suite

Job description

Bayut & dubizzle is seeking a Team Leader – Quality & Complaints in the UAE to drive QA and complaints handling within the team. You will coach quality specialists, audit interactions, and use data-driven insights to close gaps while upholding service levels.

You will lead cross-functional cooperation to resolve escalated issues, monitor trends, and deliver continuous improvements in a fast-paced, multicultural environment.