Team Lead — Quality & Complaints, Elevate Customer Experience

Bayut | dubizzle; Dubai; On-site; AED 180,000 - 240,000; 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 Dubai to drive QA and complaints handling. You will coach a team, audit interactions across voice, chat, and email, and own end-to-end escalation resolution with quick, fair outcomes.

You will analyze trends, implement quality improvements, and ensure SOP compliance while mentoring staff to meet service excellence and customer satisfaction goals.

Qualifications

• Bachelor’s degree required.
• 3–4 years in quality assurance, customer service, or complaints handling (UAE preferred).
• 1–2 years of direct team leadership experience.
• Strong understanding of QA frameworks and customer experience principles.
• Proficient in data analysis tools and MS Office; excellent communication and coaching skills.

Responsibilities

• Own end-to-end handling of escalated customer complaints within SLAs.
• Act as primary escalation point for complex complaints and coordinate with other departments.
• Conduct root cause analysis and propose long-term process improvements.
• Log, categorize, and track all complaints; monitor metrics and trends.
• Provide leadership, coaching, and ongoing training to quality specialists and agents.
• Deliver regular performance reviews and development plans for the team.
• Prepare reports on complaint trends and improvement opportunities.

Skills

Quality assurance

Team leadership

Data analysis

Customer service

Communication

Problem solving

Education

Bachelor’s Degree

Tools

Quality monitoring software

Microsoft Office

Data analysis tools

Job description

Bayut & dubizzle is seeking a Team Leader – Quality & Complaints in Dubai to drive QA and complaints handling. You will coach a team, audit interactions across voice, chat, and email, and own end-to-end escalation resolution with quick, fair outcomes.

You will analyze trends, implement quality improvements, and ensure SOP compliance while mentoring staff to meet service excellence and customer satisfaction goals.