Job description

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 5 brands, we have more than 123 million monthly users that trust in our dedication to providing them with the best platform for their needs.

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.

In this role, you will:

• 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.