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Excellent Opportunities as Customer Experience and Quality Assurance Specialist
2 weeks ago
Customer Experience and Quality Assurance Specialist
Join a dynamic and inclusive team to drive member satisfaction and operational excellence across the globe. As a Customer Experience (CX) and Quality Assurance (QA) Specialist, you will work closely with senior leaders to bridge regional and global functions, enhancing customer journey touchpoints and championing a member-first culture.
Key Responsibilities:
Customer Experience (CX) Management: Design and implement strategies to enhance the customer journey and address pain points, collaborating across teams to deliver unified, exceptional experiences.
Quality Assurance (QA) Standards: Ensure alignment with industry standards and conduct end-to-end quality monitoring, participating in calibration sessions and maintaining consistency in scoring.
Service Improvement & Innovation: Analyze trends and identify opportunities for coaching, training, and performance improvement, leading Continuous Improvement (CI) projects using Lean Sigma methodology.
Required Skills and Qualifications:
Native-level or bilingual fluency in Arabic and English is required to effectively communicate with our members and clients.
Background in customer service management or quality assurance, with a strong understanding of best practices in CX and QA standards.
Experience in monitoring and improving customer service delivery is key to this role.
Analytical skills are necessary to analyze data and performance metrics to identify trends, pain points, and opportunities for improvement.
Problem-solving mindset is essential to quickly identify issues and propose effective solutions.
Strong communication and collaboration skills are necessary to build strong relationships across departments and regions.
Attention to detail is crucial to maintain quality standards, review customer feedback, and track performance.
Benefits:
Competitive salary depending on experience.
Paid time away from work, including a paid day each year to volunteer time for a good cause.
One month paid Sabbatical after every 5 years of Service.
Lucrative Ten Loyalty Rewards program which includes a bonus and gift to say thank you for being part of the team.
Others:
This role offers endless opportunities for growth and development within a dynamic and inclusive team. Join us and experience a workplace where you can truly thrive.
