CX & QA Specialist - Arabic speaking

TN United Kingdom; London; Hybrid; GBP 30,000 - 60,000; Full time

Job description

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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.