Customer Service Quality Specialist - Saudi National

Tabby; Riyadh; On-site; SAR 60,000 - 90,000; Full time

Job summary

A leading company in the financial technology sector is seeking a Customer Service Quality Assurance Specialist to monitor interactions and coach agents. This role involves developing learning plans, analyzing customer feedback, and implementing best practices to enhance customer service quality. Preferred qualifications include proficiency in Arabic and English, a bachelor's degree in a related field, and relevant certifications such as Six Sigma.

Qualifications

• Fluency in Arabic (B2) and English (C1) for both written and spoken communication.
• Proven experience in a customer service quality assurance role.
• Strong knowledge of customer service principles and practices.

Responsibilities

• Monitor customer service interactions to ensure quality standards are met.
• Develop customized learning plans and coach agents to enhance skills.
• Analyze dissatisfied customer interactions to identify trends.

Skills

Fluency in Arabic

Fluency in English

Customer service principles

Analytical skills

Problem-solving skills

Interpersonal skills

Education

Bachelor's degree in business administration

Bachelor's degree in marketing

Related field degree

Job description

• 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.
• Excellentmunication 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

Job ID 373724f3-704e-45cb-8ab3-82d32fda45f0