Team Lead - Quality & Complaints

dubizzle; Dubai; On-site; AED 246,000 - 391,000; Full time

Benefits offered by this job

Health Insurance

Annual Air Ticket Allowance

Tax-free salary

Job summary

Bayut & dubizzle seeks a Team Leader - Quality & Complaints to drive day-to-day QA and complaints handling, coaching team members, and using data-driven insights to close quality gaps. You will own escalated cases, coordinate with departments, and lead continuous improvement initiatives to enhance customer experience.

You will mentor quality specialists and customer service representatives, oversee audits of interactions, and deliver training to raise service levels and performance metrics

Qualifications

• Bachelor's degree or equivalent in a related field.
• 3-4 years in quality assurance, customer service, or complaints handling, preferably in the UAE.
• 1-2 years of team leadership experience in quality or complaints.
• Proficiency in data analysis tools, quality monitoring software, and MS Office.
• Excellent communication, leadership, and coaching skills.

Responsibilities

• Own end-to-end handling of escalated customer complaints within SLAs.
• Act as primary escalation point for complex or sensitive complaints.
• Conduct root-cause analysis to identify underlying issues and preventive solutions.
• Ensure complaints are logged, categorized, and tracked to resolution.
• Monitor complaint volumes and trends; report to Head of Call Center.
• Audit customer interactions and ensure SOP compliance; take corrective actions.
• Identify gaps and propose quality enhancements to improve service.
• Gather and analyze customer feedback to identify pain points.
• Foster a customer-centric culture and align actions with satisfaction goals.
• Provide leadership and coaching to quality specialists and agents.
• Deliver ongoing training to improve query handling and de-escalation.
• Conduct performance reviews and develop improvement plans.

Skills

Team leadership

Quality assurance

Data analysis

Customer service

Communication skills

Education

Bachelor's Degree

Tools

Microsoft Office

Quality monitoring software

Job description

Bayut & dubizzle have the unique distinction of being iconic, homegrown brands with a strong presence across the seven emirates in the UAE. Connecting millions of users across the country, we are committed to delivering the best online search experience.

As part of Dubizzle Group, we are alongside some of the strongest classified brands in the market. With a collective strength of 5 brands, we have more than 123 million monthly users that trust in our dedication to providing them with the best platform for their needs.

As a Team Leader - Quality & Complaints, you will be responsible for driving the day-to-day quality assurance and complaints handling within your 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 continuous improvement initiatives.

In this role, you will:

• Own the end-to-end handling of escalated customer complaints, ensuring quick, effective resolution within defined SLAs to minimize customer dissatisfaction
• Act as the primary point of escalation for complex or sensitive complaints, coordinating with other departments where needed to reach a fair and timely resolution
• Conduct root cause analysis on recurring complaints to identify underlying issues and recommend long-term solutions to prevent recurrence
• Ensure all complaints are logged, categorized, and tracked in the system until resolution, and reviewed for process or policy improvement opportunities
• Monitor complaint volumes, resolution times, and recurring themes, flagging risk areas and trends to the Head of Call Center
• Conduct regular audits of customer interactions (voice, chat, email) to evaluate adherence to defined quality standards. Ensure compliance with Standard Operating Procedures (SOPs) and take corrective actions where necessary
• Identify gaps in current processes and recommend quality enhancements to the Head of Call Center to help ensure service excellence and minimize errors
• Gather and analyze customer feedback from various touchpoints to identify common issues, pain points, and improvement opportunities
• Foster a customer-centric culture within the team, ensuring every decision and action taken aligns with enhancing customer satisfaction and loyalty
• Provide clear leadership to the team by coaching and mentoring quality specialists and customer service representatives to ensure they are aligned with company goals and customer needs
• Deliver ongoing training to continuously improve the team's skills in handling customer queries, de-escalating complaints, and delivering high-quality interactions
• Conduct regular performance reviews, provide constructive feedback, and develop action plans to address any performance gaps, ensuring the team's continuous professional development
• Monitor quality and performance metrics, including customer satisfaction scores, first response times, and resolution rates, ensuring they meet or exceed targets
• Prepare and present clear, actionable reports to the Head of Call Center, highlighting complaint trends, challenges, and areas for improvement

Bayut & dubizzle have the unique distinction of being iconic, homegrown brands with a strong presence across the seven emirates in the UAE. Connecting millions of users across the country, we are committed to delivering the best online search experience.

As part of Dubizzle Group, we are alongside some of the strongest classified brands in the market. With a collective strength of 5 brands, we have more than 123 million monthly users that trust in our dedication to providing them with the best platform for their needs.

As a Team Leader - Quality & Complaints, you will be responsible for driving the day-to-day quality assurance and complaints handling within your 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 continuous improvement initiatives.

In this role, you will:

• Own the end-to-end handling of escalated customer complaints, ensuring quick, effective resolution within defined SLAs to minimize customer dissatisfaction
• Act as the primary point of escalation for complex or sensitive complaints, coordinating with other departments where needed to reach a fair and timely resolution
• Conduct root cause analysis on recurring complaints to identify underlying issues and recommend long-term solutions to prevent recurrence
• Ensure all complaints are logged, categorized, and tracked in the system until resolution, and reviewed for process or policy improvement opportunities
• Monitor complaint volumes, resolution times, and recurring themes, flagging risk areas and trends to the Head of Call Center
• Conduct regular audits of customer interactions (voice, chat, email) to evaluate adherence to defined quality standards. Ensure compliance with Standard Operating Procedures (SOPs) and take corrective actions where necessary
• Identify gaps in current processes and recommend quality enhancements to the Head of Call Center to help ensure service excellence and minimize errors
• Gather and analyze customer feedback from various touchpoints to identify common issues, pain points, and improvement opportunities
• Foster a customer-centric culture within the team, ensuring every decision and action taken aligns with enhancing customer satisfaction and loyalty
• Provide clear leadership to the team by coaching and mentoring quality specialists and customer service representatives to ensure they are aligned with company goals and customer needs
• Deliver ongoing training to continuously improve the team's skills in handling customer queries, de-escalating complaints, and delivering high-quality interactions
• Conduct regular performance reviews, provide constructive feedback, and develop action plans to address any performance gaps, ensuring the team's continuous professional development
• Monitor quality and performance metrics, including customer satisfaction scores, first response times, and resolution rates, ensuring they meet or exceed targets
• Prepare and present clear, actionable reports to the Head of Call Center, highlighting complaint trends, challenges, and areas for improvement

Requirements

• Bachelor's Degree
• Minimum 3-4 years of experience in quality assurance, customer service, or complaints handling, preferably in the UAE.
• 1-2 years of team leadership experience, ideally within a quality or complaints function
• Strong understanding of quality assurance frameworks, methodologies, and customer experience principles
• Complaints handling professional with different objections handling technique
• Proficiency in data analysis tools, quality monitoring software, and Microsoft Office Suite
• Excellent communication, leadership, and coaching skills
• Strong analytical skills with the ability to interpret data and translate it into practical action plans
• A customer-focused mindset with a passion for delivering high-quality experiences
• Ability to manage multiple tasks and work under pressure in a fast-paced environment
• Strong problem-solving abilities and attention to detail
• Ability to drive continuous improvement initiatives and foster a culture of excellence

Benefits

• A fast-paced, high-performing team
• Multicultural environment with over 60 different nationalities
• Competitive Tax-free Salary
• Comprehensive Health Insurance
• Annual Air Ticket Allowance
• Employee discounts at multiple vendors across the Emirates
• Rewards & Recognitions
• Learning & Development opportunities

Bayut & dubizzle is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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