Requirements
Requires a Bachelor's degree and 3-4 years of experience in quality assurance, customer service, or complaints handling, with 1-2 years in team leadership. Must have a strong understanding of QA frameworks, customer experience principles, and proficiency in data analysis and Microsoft Office Suite. Excellent communication, leadership, analytical, and problem-solving skills are essential.
Description
Job description / Role
Job Type
Full Time
Job Location
Dubai, UAE
Nationality
Any Nationality
Salary
Not Specified
Gender
Not Specified
Arabic Fluency
Not Specified
Job Function
Customer Service
Company Industry
Property & Real Estate
About us
Bayut & dubizzle have the unique distinction of being iconic, homegrown brands with a strong presence across the seven emirates in the UAE. Connecting millions of users across the country, we are committed to delivering the best online search experience.
As part of Dubizzle Group, we are alongside some of the strongest classified brands in the market. With a collective strength of five brands, we have more than 123 million monthly users that trust in our dedication to providing them with the best platform for their needs.
Role overview
As a Team Leader – Quality & Complaints, you will be responsible for driving the day-to-day quality assurance and complaints handling within your team, ensuring the highest level of service delivery and customer experience. You will conduct audits, coach and mentor team members, and use data-driven insights to identify and resolve quality gaps. You will also own the end-to-end resolution of escalated customer complaints, working closely with all the teams to align on standards, priorities, and continuous improvement initiatives.
Key responsibilities
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.
Monitor complaint volumes, resolution times, and recurring themes, flagging risk areas and trends to the Head of Call Center.
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.
Gather and analyze customer feedback from various touchpoints to identify common issues, pain points, and improvement opportunities.
Foster a customer-centric culture within the team, ensuring every decision and action taken aligns with enhancing customer satisfaction and loyalty.
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.
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.
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.
Experience in complaints handling with effective objection 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.
A 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.
Benefits
A fast-paced, high-performing team.
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 recognitions.
Learning and development opportunities.
Bayut & dubizzle is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
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