Team Lead – Quality & Complaints

About the role

As a Team Leader – Quality & Complaints at dubizzle, you will drive day‑to‑day quality assurance and complaints handling, ensuring top‑level service delivery and customer experience.

Key responsibilities

• Own end‑to‑end handling of escalated customer complaints, ensuring quick, effective resolution within defined SLAs.
• Act as the primary escalation point for complex or sensitive complaints, coordinating with other departments.
• Conduct root‑cause analysis on recurring complaints and recommend long‑term solutions.
• Monitor complaint volumes, resolution times and trends, flagging risk areas to the Head of Call Center.
• Conduct regular audits of customer interactions (voice, chat, email) to evaluate adherence to quality standards.
• Identify process gaps and recommend quality enhancements to ensure service excellence.
• Gather and analyze customer feedback to identify common issues and improvement opportunities.
• Coach, mentor and train quality specialists and customer service representatives.

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.
• Strong analytical skills with the ability to translate data into actionable plans.
• Customer‑focused mindset with a passion for delivering high‑quality experiences.
• Ability to manage multiple tasks under pressure in a fast‑paced environment.

Required skills

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

What we offer

• Fast‑paced, high‑performing team.
• Multicultural environment with over 60 nationalities.
• Competitive tax‑free salary.
• Comprehensive health insurance.
• Annual air ticket allowance.
• Employee discounts across the Emirates.
• Rewards & recognitions program.
• Learning & development opportunities.