Team Lead – Quality & Complaints

About the role

As a Team Leader – Quality & Complaints you will drive day‑to‑day quality assurance and complaints handling for the call centre, 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.

Key responsibilities

• Own end‑to‑end handling of escalated customer complaints, meeting defined SLAs.
• Act as primary escalation point for complex or sensitive complaints and coordinate with other departments.
• Conduct root‑cause analysis on recurring complaints and recommend long‑term solutions.
• Log, categorize and track all complaints in the system until resolution.
• Monitor complaint volumes, resolution times and trends, reporting to the Head of Call Center.
• Perform regular audits of voice, chat and email interactions to ensure adherence to quality standards.
• Identify process gaps and propose quality enhancements to improve service excellence.
• Gather and analyse customer feedback to pinpoint common issues and improvement opportunities.

Required profile

• Bachelor’s degree.
• 3–4 years of 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

• Microsoft Office Suite.
• Data analysis tools.

What we offer

• Fast‑paced, high‑performing team environment.
• Multicultural workplace with over 60 nationalities.
• Competitive tax‑free salary.
• Comprehensive health insurance.
• Annual air‑ticket allowance.
• Employee discounts across multiple vendors in the Emirates.
• Learning and development opportunities.