We are seeking a skilled Customer Service Quality Specialist to join our team in KSA. The ideal candidate will be fluent in Arabic and English, and have a strong understanding of customer service principles and practices as well as cultural nuances of the GCC region. In this role, you will be responsible for monitoring, evaluating and improving the quality of our customer service interactions to ensure customer satisfaction and retention.
Key Responsibilities
Monitor customer service interactions (voice, chat, emails) to ensure quality standards are met and exceeded.
Evaluate customer service performance using quality assurance metrics and provide feedback to agents and supervisors.
Develop customised learning plans and coach agents to enhance customer service skills and knowledge.
Analyze dissatisfied customer interactions to identify trends and opportunities for improvement.
Conduct research to identify best practices in customer service, and suggest continuous improvement practices
Work closely with other team members to ensure a high level of customer satisfaction.
Requirements:
Fluency in Arabic (CEFR Level B2) and English (CEFR level C1) for both written as well as spoken.
Proven experience in a customer service quality assurance role.
Strong knowledge of customer service principles and practices.
Excellent communication and interpersonal skills.
Strong analytical and problem-solving skills.
Ability to work independently and as part of a team.
Bachelor's degree in business administration, marketing, or a related field
Preferred qualifications:
Six Sigma (Green or Black Belt) / LEAN or any other quality management certifications
