Join to apply for the CX & QA Specialist | Arabic speaking role at Ten Group.
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
* Customer Experience (CX) Management
* Design and implement strategies to enhance the customer journey and address pain points.
* Collaborate across teams to deliver unified, exceptional experiences.
* Resolve escalated customer issues and train teams to deliver superior service.
* Monitor CX performance metrics and drive continuous improvement.
* Quality Assurance (QA) Standards
* Ensure alignment with client QA standards and conduct end-to-end quality monitoring.
* Participate in calibration sessions and maintain consistency in scoring.
* Implement and support feedback loops to enhance service quality.
* Service Improvement & Innovation
* Analyze trends and identify opportunities for coaching, training, and performance improvement.
* Lead Continuous Improvement (CI) projects using Lean Sigma methodology.
* Develop solutions to enhance service delivery and communicate outcomes effectively.
* Reporting & Stakeholder Engagement
* Prepare and present data-driven reports showcasing improvements.
* Share monthly updates on milestones, CI plans, and corrective actions.
* 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 is required to effectively communicate with our Arabic-speaking members and clients.
* Experience in Customer Experience (CX) and/or Quality Assurance (QA): You should have a 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.
* Industry Knowledge (Preferred): Candidates with experience in Travel, Tourism, Hospitality, or Luxury Concierge services will have an advantage.
* Analytical Skills: You will be able to analyze data and performance metrics to identify trends, pain points, and opportunities for improvement.
* Problem-Solving Mindset: We are looking for someone who can identify issues quickly and propose effective solutions.
* Strong Communication and Collaboration Skills: You should have the ability to communicate clearly and effectively with both internal teams and external stakeholders.
* Attention to Detail: You’ll need a keen eye for detail and a commitment to high service quality.
* Passion for Customer Service Excellence: You should be genuinely passionate about improving customer experiences.
* Adaptability and Agility: Flexibility and the ability to adapt to changing requirements and priorities are essential.
Benefits
Our people are at the heart of the business, and we have a culture of recognition and reward.
* A competitive salary depending on experience.
* Hybrid working. You can combine working from home and working from the office.
* Paid time away from work, including a paid day each year to volunteer.
* Paid Sabbaticals. One (1) month paid Sabbatical after every 5 years of Service.
* Extra Rewards. Lucrative Ten Loyalty Rewards program.
* Remote Working Holidays - possibilities to Travel and Work anywhere in the world!
* Employee Discounts. Access to lots of great 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, serving High-Networth (HNW) and UHNW clients. Our goal is to become the most trusted service business in the world.
Commitment to Diversity
We encourage diverse philosophies, cultures, and experiences. We appreciate diversity and are dedicated to creating an inclusive work environment for our employees.
“Ten works with a small preferred supplier list of recruitment agencies only. Please note we are not accepting any further recruitment agencies at this time.”
Thank you for considering a career with us. We look forward to reviewing your application!
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