Team Leader - Quality And Complaints

About the role

As a Team Leader – Quality & Complaints at dubizzle, you will oversee the day‑to‑day quality assurance and complaints handling for the call centre team. You will ensure that customer interactions meet the highest standards and that escalated issues are resolved quickly and effectively.

Key responsibilities

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

Required profile

• Proven experience leading a quality or complaints team in a call‑center environment.
• Strong analytical mindset with ability to conduct root‑cause analysis and use data‑driven insights.
• Excellent communication and stakeholder management skills.
• Ability to coach and mentor team members to achieve performance targets.
• Detail‑oriented with a focus on continuous improvement.

Required skills