Quality Control Lead Specialist

Company Description

Legacy Living Real Estate LLC is a trusted real estate partner in Abu Dhabi, specializing in off-plan, primary, and secondary sales, as well as leasing and property listings. The company focuses on exceptional service, strong client relationships, and tailored solutions for individuals and businesses buying, selling, or renting properties. Its team of real estate professionals leverages deep market knowledge to deliver seamless and rewarding experiences. Legacy Living aims to shape the future of Abu Dhabi’s real estate market by maintaining high standards of excellence in every transaction and providing up-to-date market insights and expert advice.

Role Description

1. Lead distribution and monitoring

• Receive and assign enquiries from Bayut, Dubizzle, company websites, and marketing campaigns.
• Ensure leads are distributed within the company’s approved timelines.
• Check that each enquiry includes the correct property reference and client requirements.
• Monitor whether sales agents contact clients and update Bitrix24 on time.
• Escalate unattended leads or repeated delays to the Sales Manager.

2. CRM quality control

• Review lead records for complete contact details, accurate statuses, and meaningful follow-up notes.
• Identify duplicate leads, incorrect assignments, and missing information.
• Check that agents accurately record calls, meetings, viewings, and client feedback.
• Flag leads marked “lost” or “not interested” without sufficient explanation.

3. Lead reactivation

• Review inactive, uncontacted, and unsuccessful leads.
• Contact clients to confirm whether they still have a property requirement.
• Reassign qualified, reactivated leads through the approved process.
• Record the reactivation history so management can track results.

4. Customer service and complaints

• Conduct follow-up calls to assess the quality of service provided.
• Record complaints and coordinate resolution with the relevant manager.
• Report concerns about misleading information, poor communication, or unprofessional conduct.

5. Compliance with company procedures

• Monitor adherence to lead handling, reporting, and client data protection procedures.
• Report unauthorized sharing or misuse of company leads and client information.
• Maintain factual records of issues and escalate them confidentially to management.

6. Reporting

• Prepare daily reports on leads received, assigned, unattended, and reactivated.
• Submit weekly summaries covering response times, CRM compliance, complaints, and recurring issues.
• Recommend practical improvements to lead handling and customer service.

Qualifications

• Minimum 2 years of experience in quality assurance, lead management, customer service, or CRM administration, preferably within a UAE real estate company.
• Experience using Bitrix24 or a similar CRM, including lead assignment, follow-up tracking, data checks, and reporting.
• Understanding of real estate sales and leasing processes and enquiries received through Bayut, Dubizzle, and marketing campaigns.
• Strong verbal and written English communication skills; Arabic is an advantage.
• Proficiency in Microsoft Excel and preparation of daily and weekly reports.
• Ability to handle client complaints professionally and coordinate with Sales and Listing teams.
• High standards of confidentiality when handling company leads and client information.
• Ability to provide objective feedback, enforce company procedures consistently, and escalate concerns professionally.

Benefits:

• Competitive salary based on qualifications and experience.
• Employment visa and medical insurance.
• Career development and growth opportunities.
• Supportive and professional working environment.