Team Lead - Quality & Complaints

Role Overview

Team Lead - Quality & Complaints at Bayut | dubizzle, based in the United Arab Emirates. Bayut and dubizzle are iconic, homegrown brands with a strong presence across the seven emirates, connecting millions of users and committed to delivering the best online search experience.

Company Overview

As part of Dubizzle Group, the company operates alongside some of the strongest classified brands in the market. The collective strength of 5 brands serves more than 123 million monthly users who trust the company's dedication to providing the best platform for their needs. The organization is an equal opportunity employer that celebrates diversity and is committed to creating an inclusive environment for all employees.

Role Purpose

Drive day-to-day quality assurance and complaints handling within the team, ensuring the highest level of service delivery and customer experience. Own the end-to-end resolution of escalated customer complaints, conduct audits, coach and mentor team members, and use data-driven insights to identify and resolve quality gaps while working closely with all teams to align on standards, priorities, and continuous improvement initiatives.

Key Responsibilities

Complaints Handling & Resolution

• Own the 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 where needed to reach a 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, and reviewed for process or policy improvement opportunities.

Quality Assurance & Audits

• 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 to help ensure service excellence and minimize errors.

Monitoring & Analytics

• 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.
• Monitor quality and performance metrics, including customer satisfaction scores, first response times, and resolution rates, ensuring they meet or exceed targets.
• 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 they are aligned 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 any performance gaps, ensuring the team's continuous professional development.

Culture & Continuous Improvement

• Foster a customer-centric culture within the team, ensuring every decision and action taken aligns with enhancing customer satisfaction and loyalty.
• Drive continuous improvement initiatives and foster a culture of excellence.

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.
• Strong understanding of quality assurance frameworks, methodologies, and customer experience principles.
• Complaints handling professional with different objections handling techniques.

Skills & Competencies

• 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.

Additional Information

• Fast-paced, high-performing team environment.
• Multicultural environment 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 programs.
• Learning and development opportunities.