Team Leader - Quality & Complaints

Dubizzle
Dubai
Workplace: OnsiteFull timeFunction: Quality & Regulatory (Non-Software)Experience: 3-4 yearsEducation: bachelorsSkills: ["Communication","Leadership","Coaching","Analytical thinking","Problem-solving"]

Lead day-to-day quality assurance and complaints handling for customer interactions across voice, chat, and email. Own end-to-end resolution of escalated and complex complaints within defined SLAs, coordinating with other teams and driving fair, timely outcomes. Perform root-cause analysis on recurring issues, conduct quality audits for SOP compliance, track complaint trends and performance metrics, and coach/mentor the team through training and performance reviews.

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FursaFursa
Dubizzle
Dubizzle
2 days ago

Team Leader - Quality & Complaints

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Source: Company careers pageValidated by: Fursa AI
Last checked: 13 hours agoStatus: Live

Job Summary

Lead day-to-day quality assurance and complaints handling for customer interactions across voice, chat, and email. Own end-to-end resolution of escalated and complex complaints within defined SLAs, coordinating with other teams and driving fair, timely outcomes. Perform root-cause analysis on recurring issues, conduct quality audits for SOP compliance, track complaint trends and performance metrics, and coach/mentor the team through training and performance reviews.
Location: Dubai
Workplace: Onsite
Employment Type: Full time
Job Function: Quality & Regulatory (Non-Software)
Seniority: Manager level

Key Responsibilities

  • •Own end-to-end handling of escalated customer complaints, ensuring quick resolution within defined SLAs.
  • •Serve as the primary escalation point for complex or sensitive complaints and coordinate with other departments to resolve them fairly and timely.
  • •Conduct root cause analysis on recurring complaints and recommend long-term solutions to prevent recurrence.
  • •Ensure complaints are logged, categorized, tracked in the system until resolution, and reviewed for process/policy improvements.
  • •Conduct regular audits of customer interactions for adherence to SOPs and metrics, and provide clear reports to the Head of Call Center.

Pay and Benefits

Perks:Health InsuranceTravel AllowanceLearning Budget

Key Requirements

  • •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.
  • •Proficiency in data analysis tools, quality monitoring software, and Microsoft Office Suite; strong communication, leadership, and coaching skills.
Experience:3-4 years
Education:Bachelor's
Skills:CommunicationLeadershipCoachingAnalytical thinkingProblem-solving
Tech Stack:Microsoft Office Suite

Company Brief

Dubizzle
Dubizzle operates the leading classifieds marketplace in the UAE and MENA, connecting buyers and sellers for cars, property, jobs and general goods through web and mobile platforms. It is part of a larger group that includes property and automotive portals.
Industry: Online Marketplaces
Company Size: Medium (51 to 250 employees)
Revenue: USD 100M to 250M
Growth: Established Company
Headquarters: Dubai, United Arab Emirates
Founded: 2005
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