Customer Service Quality Specialist - Saudi National

Tabby; Saudi Arabia; On-site; SAR 150,000 - 200,000; Full time

Job summary

An established industry player is looking for a skilled Customer Service Quality Specialist to enhance their customer service quality. This role requires fluency in Arabic and English, with a strong grasp of customer service principles and the cultural nuances of the GCC region. You will monitor and evaluate customer interactions, provide feedback, and develop training plans to ensure high customer satisfaction. This is a fantastic opportunity to contribute to a team dedicated to excellence in customer service while working in a dynamic environment.

Qualifications

• Experience in customer service quality assurance.
• Strong understanding of customer service principles.

Responsibilities

• Monitor customer service interactions to ensure quality standards.
• Evaluate performance and provide feedback to agents.

Skills

Fluency in Arabic

Fluency in English

Customer Service Principles

Analytical Skills

Problem-Solving Skills

Communication Skills

Education

Bachelor's degree in Business Administration

Bachelor's degree in Marketing

Tools

Quality Assurance Metrics

Six Sigma Certification

Job description

Department: Customer Experience Management

Employment Type: Full Time

Location: KSA

Compensation: .8,000 / month

Description

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