Team Lead - Quality And Complaints

About the role

Bayut & Dubizzle are iconic homegrown brands in the UAE, serving millions of users across the country. As a Team Lead – Quality & Complaints, you will drive quality assurance and manage escalated customer complaints to ensure exceptional service delivery.

Key responsibilities

• Own end‑to‑end handling of escalated customer complaints, meeting defined SLAs.
• Conduct root‑cause analysis on recurring issues and recommend long‑term solutions.
• Log, categorize, and track complaints in the system, reviewing for process improvements.
• Monitor complaint volumes, resolution times, and trends, reporting risks to the Head of Call Center.
• Audit customer interactions (voice, chat, email) for quality compliance.
• Identify process gaps and suggest enhancements to ensure service excellence.
• Gather and analyse customer feedback to pinpoint pain points and improvement opportunities.
• Coach, mentor, and train quality specialists and service representatives.
• Conduct performance reviews, provide feedback, and develop action plans.
• Prepare and present reports on complaint trends and improvement areas.

Required profile

• Bachelor’s Degree.
• 3‑4 years experience in quality assurance, customer service, or complaints handling, preferably in the UAE.
• 1‑2 years of team leadership experience within a quality or complaints function.
• Strong understanding of quality assurance frameworks and customer experience principles.
• Excellent communication, leadership, and coaching abilities.

Required skills

• Proficiency in data analysis tools.
• Experience with quality monitoring software.
• Strong command of Microsoft Office Suite.

What we offer

• Competitive tax‑free salary.
• Comprehensive health insurance.
• Annual air ticket allowance.
• Employee discounts across the Emirates.
• Rewards & recognitions program.
• Learning & development opportunities.