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Team Lead - Quality & Complaints
dubizzle
Dubai, UAE
Full-time
Entry
Onsite
Discovered 1 weeks ago
Quality assuranceComplaints handlingCustomer experienceRoot cause analysisData analysisQuality monitoring software
Free
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Quality assuranceComplaints handlingCustomer experience
Role Overview
The Team Lead - Quality and Complaints manages quality assurance and complaints handling within a customer service team.
The role supports service delivery, customer experience, coaching, data-driven improvement, and escalated complaint resolution.
Key Skills for This Role
Quality assuranceComplaints handlingCustomer experienceRoot cause analysisData analysisQuality monitoring software
Full Job Posting
Company Overview
Bayut and dubizzle are homegrown UAE brands providing online search experiences across the seven emirates.
The brands are part of Dubizzle Group, which operates five classified brands serving more than 123 million monthly users.
Role Overview
The Team Lead - Quality and Complaints manages quality assurance and complaints handling within a customer service team.
The role supports service delivery, customer experience, coaching, data-driven improvement, and escalated complaint resolution.
Complaints and Quality Responsibilities
- Own escalated complaints through resolution within defined service-level agreements.
- Coordinate complex or sensitive complaint resolutions with other departments.
- Conduct root cause analysis and recommend long-term preventive solutions.
- Log, categorize, track, and review complaints for process improvement.
- Monitor complaint volumes, resolution times, recurring themes, and risk areas.
- Audit voice, chat, and email interactions for quality standards and SOP compliance.
- Identify process gaps and recommend quality enhancements.
- Analyze customer feedback to identify issues, pain points, and improvement opportunities.
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