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): A background in customer service management or quality assurance, with a strong understanding of best practices in CX and QA standards is essential.
* Industry Knowledge (Preferred): Experience in Travel, Tourism, Hospitality, or Luxury Concierge services is advantageous.
* Analytical Skills: Ability to analyze data and performance metrics to identify trends, pain points, and opportunities for improvement.
* Problem-Solving Mindset: Ability to identify issues quickly and propose effective solutions.
* Strong Communication and Collaboration Skills: Effective communication with both internal teams and external stakeholders is crucial.
* Attention to Detail: A keen eye for detail and a commitment to high service quality.
* Passion for Customer Service Excellence: A genuine passion for improving customer experiences.
* Adaptability and Agility: Flexibility and the ability to adapt to changing requirements are essential.
Benefits
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.
* A competitive salary depending on experience
* Hybrid working options
* Paid time away from work, including a paid day each year to volunteer
* Paid Sabbaticals after every 5 years of service
* Extra Rewards through Ten Loyalty Rewards program
* Remote Working Holidays - possibilities to travel and work anywhere
* Employee Discounts on travel and entertainment
* Be part of a 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 with leisure travel requests. Our goal is to become the most trusted service business in the world.
Commitment to Diversity
We encourage diverse philosophies, cultures, and experiences and are dedicated to creating an inclusive work environment for our employees.
Thank you for considering a career with us. Don't miss the opportunity to join our team! We look forward to reviewing your application!
Seniority level
* Associate
Employment type
* Full-time
Job function
* Quality Assurance
* Industries: IT Services and IT Consulting
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