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Client:
Ten Lifestyle Group
Location:
London, United Kingdom
Job Category:
Other
EU work permit required:
Yes
Job Reference:
908f1aed8096
Job Views:
8
Posted:
09.02.2025
Expiry Date:
26.03.2025
Job Description:
Join Us as a Hybrid CX & QA Specialist
Are you passionate about creating exceptional customer experiences and ensuring top-tier service quality? This is your opportunity to take on a pivotal role as our Hybrid Customer Experience (CX) and Quality Assurance (QA) Specialist, driving member satisfaction and operational excellence across the globe.
About the Role
As a Hybrid CX & QA Specialist, you’ll work closely with the Senior CX Team Manager to bridge regional and global functions, enhancing customer journey touchpoints and championing a member-first culture. Your mission will include improving CX operations, monitoring quality assurance, and driving impactful service improvements.
You will play a key role in identifying opportunities to elevate the member journey and set the tone for excellence in service delivery, contributing to a seamless, high-value customer experience.
Key Responsibilities
1. Customer Experience (CX) Management
o Design and implement strategies to enhance the customer journey and address pain points.
o Resolve escalated customer issues and train teams to deliver superior service.
o Monitor CX performance metrics and drive continuous improvement.
2. Quality Assurance (QA) Standards
o Ensure alignment with client QA standards and conduct end-to-end quality monitoring.
o Participate in calibration sessions and maintain consistency in scoring.
o Implement and support feedback loops to enhance service quality.
o Analyze trends and identify opportunities for coaching, training, and performance improvement.
o Lead Continuous Improvement (CI) projects using Lean Sigma methodology.
o Develop solutions to enhance service delivery and communicate outcomes effectively.
3. Reporting & Stakeholder Engagement
o Prepare and present data-driven reports showcasing improvements.
o Share monthly updates on milestones, CI plans, and corrective actions.
o Advocate for a member-first culture through storytelling and actionable insights.
Requirements
What We’re Looking For:
* Language Proficiency: Native-level or bilingual fluency in Arabic and English.
* Experience in Customer Experience (CX) and/or Quality Assurance (QA): Background in customer service management or quality assurance.
* Industry Knowledge (Preferred): Experience in Travel, Tourism, Hospitality, or Luxury Concierge services.
* Analytical Skills: Ability to analyze data and performance metrics.
* Problem-Solving Mindset: Quick identification of issues and proposing effective solutions.
* Strong Communication and Collaboration Skills: Ability to communicate clearly and effectively.
* Attention to Detail: Keen eye for detail and commitment to high service quality.
* Passion for Customer Service Excellence: Genuine passion for improving customer experiences.
* Adaptability and Agility: Flexibility and ability to adapt to changing requirements.
Our people are at the heart of the business, and we have a culture of recognition and reward. We also encourage all our staff to incorporate their aspirations and interests into their career at Ten and we are there every step of the way in supporting development.
Rewards designed around you:
* Hybrid working. Combine working from home and the office.
* Paid time away from work. Competitive paid time off package.
* Paid Sabbaticals. One (1) month paid Sabbatical after every 5 years of Service.
* Extra Rewards. Ten Loyalty Rewards program.
* Remote Working Holidays - possibilities to Travel and Work anywhere in the world!
* Employee Discounts. Access to travel and entertainment discounts.
* Be part of our global, dynamic, and inclusive Team.
* Genuine career opportunities within a dynamic and international company.
Who We Are
Ten Life Group is a global luxury concierge service, and our travel department is offering a unique opportunity to join a vibrant team. Our clients and colleagues are the cornerstones of what we do, serving High-Networth (HNW) and UHNW clients. Our goal is simple, to become the most trusted service business in the world.
We deliver our service through Ten’s unique technology-enabled platform and the expertise of our highly trained lifestyle managers. Ten is growing quickly and has ambitious plans to keep innovating, inspiring and improving the lives of millions of members. As a Certified B Corp, Ten Lifestyle Group joins a global community of businesses united by a shared goal of making a positive impact on society and the environment.
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