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Client:
Ten Lifestyle Group
Location:
London, United Kingdom
Job Category:
Other
EU work permit required:
Yes
Job Reference:
Job Views:
3
Posted:
18.04.2025
Expiry Date:
02.06.2025
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
* Design and implement strategies to enhance the customer journey and address pain points.
* Resolve escalated customer issues and train teams to deliver superior service.
* Monitor CX performance metrics and drive continuous improvement.
2. 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.
* 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.
3. 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.
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.
Rewards designed around you:
* Hybrid working: You can combine working from home and working from 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: Lucrative Ten Loyalty Rewards program.
* Remote Working Holidays: Possibilities to Travel and Work anywhere in the world!
* Employee Discounts: Access to 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. Our clients and colleagues are the cornerstones of what we do. We deliver our service through a combination of Ten’s proprietary technology-enabled platform and the expertise of our highly trained lifestyle managers.
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