Team Leader – Quality & Complaints

Location: Dubai, United Arab Emirates; on-site

Company

hirify.global and dubizzle are homegrown classified platforms serving millions of users across the UAE as part of Dubizzle Group.

What you will do

• Own the end-to-end resolution of escalated customer complaints within defined SLAs.
• Coordinate with other departments on complex or sensitive complaints and act as the primary escalation point.
• Conduct root cause analysis, track complaint trends, and recommend long-term process and policy improvements.
• Audit voice, chat, and email interactions for compliance with quality standards and SOPs.
• Coach, mentor, and train quality specialists and customer service representatives.
• Monitor customer satisfaction, response times, resolution rates, and other performance metrics, presenting 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, preferably in the UAE.
• 1–2 years of team leadership experience in a quality or complaints function.
• Knowledge of quality assurance frameworks, customer experience principles, objection-handling techniques, and quality monitoring software.
• Strong communication, leadership, coaching, analytical, problem-solving, and organizational skills.
• Proficiency in data analysis tools and Microsoft Office Suite.

Culture & Benefits

• Fast-paced, high-performing, multicultural environment with more than 60 nationalities.
• Competitive tax-free salary.
• Comprehensive health insurance.
• Annual air ticket allowance and employee discounts across the Emirates.
• Rewards and recognition programs.
• Learning and development opportunities.