Team Lead - Quality & Complaints

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

Lead daily quality assurance and escalated complaints handling to ensure fast, effective resolutions within SLAs and improve overall customer experience. Audit customer interactions across voice, chat, and email, coach and mentor quality specialists and customer service reps, and run root-cause analysis on recurring complaints. Track complaint metrics and trends, recommend process and SOP improvements, deliver training, and report actionable insights to the Head of Call Center.

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FursaFursa
Dubizzle
Dubizzle
1 month ago

Team Lead - Quality & Complaints

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Last checked: 2 hours agoStatus: Live

Job Summary

Lead daily quality assurance and escalated complaints handling to ensure fast, effective resolutions within SLAs and improve overall customer experience. Audit customer interactions across voice, chat, and email, coach and mentor quality specialists and customer service reps, and run root-cause analysis on recurring complaints. Track complaint metrics and trends, recommend process and SOP improvements, deliver training, and report actionable insights to the Head of Call Center.
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 resolution within defined SLAs.
  • •Act as the primary escalation point for complex or sensitive complaints and coordinate with other departments to reach fair resolutions.
  • •Conduct root cause analysis on recurring complaints and recommend long-term solutions to prevent recurrence.
  • •Perform regular audits of customer interactions (voice, chat, email) to ensure adherence to SOPs and implement corrective actions.
  • •Monitor quality and performance metrics, prepare reports and action plans, and deliver coaching, mentoring, and ongoing training to the team.

Pay and Benefits

Perks:Health InsuranceAir TicketEmployee DiscountsLearning 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.
Experience:3-4 years
Education:Bachelor's
Skills:CommunicationLeadershipCoachingAnalytical thinkingProblem-solving
Tech Stack:Microsoft Office

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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