Team Leader - Quality & Complaints

About the Company

Bayut & dubizzle are prominent homegrown brands with a strong footprint across all seven emirates in the UAE. Serving millions of users nationwide, they are dedicated to providing the best online search experience. As part of the Dubizzle Group, these brands collectively enjoy a presence of over 123 million monthly users, trusted for their commitment to outstanding service.

Role Overview

The Team Leader - Quality & Complaints will oversee the daily operations of quality assurance and complaint management within the team, ensuring top-tier service and customer satisfaction. This involves auditing, mentoring, coaching team members, and utilizing data insights to address quality deficiencies. The role also entails managing escalated customer complaints from start to finish, collaborating with various teams to maintain standards, set priorities, and drive continuous improvement.

Key Responsibilities

• Manage the full lifecycle of escalated customer complaints, guaranteeing swift and effective resolutions within established SLAs to reduce customer dissatisfaction.
• Serve as the main escalation point for complex or sensitive complaints, liaising with relevant departments to achieve fair and timely outcomes.
• Perform root cause analysis on repeated complaints to uncover underlying problems and propose sustainable solutions to avoid recurrence.
• Ensure all complaints are properly logged, categorized, tracked, and reviewed for potential process or policy enhancements.
• Monitor complaint trends, resolution times, and recurring issues, alerting the Head of Call Center to any risks or patterns.
• Carry out regular audits of customer interactions across voice, chat, and email channels to assess compliance with quality standards and SOPs, initiating corrective actions as needed.
• Identify process gaps and suggest quality improvements to uphold service excellence and minimize errors.
• Collect and analyze customer feedback from multiple touchpoints to detect common concerns and opportunities for enhancement.
• Promote a customer-focused culture within the team to align all decisions and actions with improving customer satisfaction and loyalty.
• Lead, coach, and mentor quality specialists and customer service agents to ensure alignment with company objectives and customer needs.
• Provide ongoing training to enhance the team's skills in query management, complaint de-escalation, and quality delivery.
• Conduct performance evaluations, offer constructive feedback, and develop plans to close any performance gaps, supporting continuous professional growth.
• Track quality and performance indicators such as customer satisfaction scores, response times, and resolution rates to meet or surpass targets.
• Prepare and present insightful reports to the Head of Call Center, highlighting complaint patterns, challenges, and improvement areas.

Candidate Requirements

• A Bachelor's degree is mandatory.
• 3 to 4 years’ experience in quality assurance, customer service, or complaint management, preferably within the UAE.
• 1 to 2 years of leadership experience, especially handling quality or complaints teams.
• In-depth knowledge of quality assurance principles, frameworks, and customer experience enhancement.
• Proficient in complaint resolution techniques, including objection handling strategies.
• Skilled in data analysis tools, quality monitoring software, and Microsoft Office applications.
• Strong communication, leadership, and coaching capabilities.
• Excellent analytical aptitude with the ability to interpret data and develop actionable plans.
• A customer-centric approach with dedication to delivering superior experiences.
• Capacity to multitask and perform under pressure in dynamic environments.
• Strong problem-solving skills along with an attentive eye for detail.
• Ability to lead continuous improvement initiatives and cultivate a culture of high standards.

Benefits

• Work in a fast-moving, high-achieving team environment.
• A multicultural workplace representing more than 60 nationalities.
• Competitive, tax-free salary.
• Comprehensive health insurance coverage.
• Annual air ticket allowance.
• Employee discounts available at various vendors throughout the Emirates.
• Recognition and rewards programs.
• Opportunities for learning and professional development.