Team Lead - Quality & Complaints

Role Overview

Team Lead - Quality & Complaints at Bayut | dubizzle, based in the UAE. You will drive day-to-day quality assurance and complaints handling, ensuring the highest level of service delivery and customer experience across your team.

Company Overview

Bayut & dubizzle are iconic, homegrown brands with a strong presence across the seven emirates in the UAE, connecting millions of users. As part of Dubizzle Group alongside five classified brands, the organization serves more than 123 million monthly users and is committed to delivering the best online search experience.

Role Purpose

You will own end-to-end escalated customer complaints resolution, conduct quality audits, coach and mentor team members, and use data-driven insights to identify and resolve quality gaps while fostering alignment on standards, priorities, and continuous improvement initiatives across the organization.

Key Responsibilities

Complaints Handling & Resolution

• Own end-to-end handling of escalated customer complaints, ensuring quick, effective resolution within defined SLAs to minimize customer dissatisfaction.
• Act as the primary point of escalation for complex or sensitive complaints, coordinating with other departments to reach fair and timely resolution.
• Conduct root cause analysis on recurring complaints to identify underlying issues and recommend long-term solutions to prevent recurrence.
• Ensure all complaints are logged, categorized, and tracked in the system until resolution.
• Review complaints for process or policy improvement opportunities.

Quality Assurance & Auditing

• Conduct regular audits of customer interactions (voice, chat, email) to evaluate adherence to defined quality standards.
• Ensure compliance with Standard Operating Procedures (SOPs) and take corrective actions where necessary.
• Identify gaps in current processes and recommend quality enhancements to the Head of Call Center.
• Monitor quality and performance metrics, including customer satisfaction scores, first response times, and resolution rates, ensuring they meet or exceed targets.

Monitoring & Analysis

• Monitor complaint volumes, resolution times, and recurring themes, flagging risk areas and trends to the Head of Call Center.
• Gather and analyze customer feedback from various touchpoints to identify common issues, pain points, and improvement opportunities.
• Prepare and present clear, actionable reports to the Head of Call Center, highlighting complaint trends, challenges, and areas for improvement.

Team Leadership & Development

• Provide clear leadership to the team by coaching and mentoring quality specialists and customer service representatives to ensure alignment with company goals and customer needs.
• Deliver ongoing training to continuously improve the team's skills in handling customer queries, de-escalating complaints, and delivering high-quality interactions.
• Conduct regular performance reviews, provide constructive feedback, and develop action plans to address performance gaps.
• Foster a customer-centric culture within the team, ensuring every decision and action taken aligns with enhancing customer satisfaction and loyalty.

Qualifications & Experience

• Bachelor's Degree.
• Minimum 3–4 years of experience in quality assurance, customer service, or complaints handling, preferably in the UAE.
• 1–2 years of team leadership experience, ideally within a quality or complaints function.

Skills & Competencies

• Strong understanding of quality assurance frameworks, methodologies, and customer experience principles.
• Complaints handling professional with different objections handling techniques.
• Proficiency in data analysis tools, quality monitoring software, and Microsoft Office Suite.
• Excellent communication, leadership, and coaching skills.
• Strong analytical skills with the ability to interpret data and translate it into practical action plans.
• Customer-focused mindset with a passion for delivering high-quality experiences.
• Ability to manage multiple tasks and work under pressure in a fast-paced environment.
• Strong problem-solving abilities and attention to detail.
• Ability to drive continuous improvement initiatives and foster a culture of excellence.

Additional Information

• Fast-paced, high-performing team environment.
• Multicultural workplace with over 60 different nationalities.
• Competitive tax-free salary.
• Comprehensive health insurance.
• Annual air ticket allowance.
• Employee discounts at multiple vendors across the Emirates.
• Rewards and recognition program.
• Learning and development opportunities.
• Bayut & dubizzle is an equal opportunity employer committed to creating an inclusive environment for all employees.