Team Leader - Quality & Complaints
Bayut & dubizzle · Dubai
On-site · DubaiFull TimeSenior, LeadCustomer Service
No salary statedPosted 5 hours ago5h agoApply link checked 1 hour ago
Why we think you can apply
- Employer country
- United Arab Emirates · Dubai
- Hiring model
- UAE-based role · the employer hires in the UAE
- Work from
- Dubai · on-site
- Time-zone overlap
- Gulf Standard Time · none needed
Posted 5 hours ago · apply link checked 1 hour ago
About the role
Responsibilities
- Own the end-to-end handling of escalated customer complaints and ensure resolution within defined SLAs
- Act as the primary point of escalation for complex or sensitive complaints
- Conduct root cause analysis on recurring complaints to identify underlying issues
- Monitor complaint volumes, resolution times, and recurring themes
- Conduct regular audits of customer interactions across voice, chat, and email
- Identify gaps in current processes and recommend quality enhancements
- Provide leadership, coaching, and mentoring to quality specialists and customer service representatives
- Monitor quality and performance metrics including CSAT and resolution rates
- Prepare and present actionable reports to the Head of Call Center
Requirements
- Bachelor's Degree
- 3-4 years of experience in quality assurance, customer service, or complaints handling
- 1-2 years of team leadership experience
- Strong understanding of quality assurance frameworks and customer experience principles
- Proficiency in data analysis tools and Microsoft Office Suite
- Excellent communication, leadership, and coaching skills
- Strong analytical and problem-solving abilities
Benefits
- Competitive Tax-free Salary
- Comprehensive Health Insurance
- Annual Air Ticket Allowance
- Employee discounts at multiple vendors
- Learning & Development opportunities
What we look for
- Bachelor's Degree
- 3-4 years QA or customer service experience
- 1-2 years team leadership experience
- Proficiency in data analysis tools
- Strong communication and coaching skills
Quality AssuranceData Analysis
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Bayut & dubizzleDubai
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