Team Lead - Quality and Complaints

About the role

As a Team Lead – Quality & Complaints you will drive day‑to‑day quality assurance and manage escalated customer complaints, ensuring high service standards and a great customer experience.

Key responsibilities

• Own end‑to‑end handling of escalated complaints, meeting SLA targets.
• Conduct root‑cause analysis of recurring issues and propose long‑term solutions.
• Audit customer interactions (voice, chat, email) for quality compliance.
• Monitor complaint volumes, trends and flag risks to the Head of Call Center.
• Coach, mentor and train quality specialists and CSRs.
• Prepare actionable reports on complaint trends and quality metrics.

Required profile

• Bachelor’s degree.
• 3‑4 years in quality assurance, customer service or complaints handling (UAE preferred).
• 1‑2 years of team leadership experience.
• Strong analytical mindset and problem‑solving abilities.
• Excellent communication and coaching skills.

Required skills

• Proficiency with data analysis tools.
• Experience using quality monitoring software.
• Microsoft Office Suite.

What we offer

• Competitive tax‑free salary.
• Comprehensive health insurance.
• Annual air ticket allowance.
• Employee discounts across the Emirates.
• Learning & development opportunities.
• Multicultural environment with over 60 nationalities.