CX & QA Supervisor

Confidential; Riyadh; On-site; SAR 120,000 - 160,000; Full time

Job summary

Confidential is seeking an experienced CX & QA Supervisor to lead the customer service and quality assurance teams, driving high-quality service delivery and achieving customer satisfaction targets.

You will monitor CX metrics, oversee QA activities, coach staff, and develop procedures to ensure compliance with regulations and standards.

Qualifications

• Bachelor’s degree in a related field.
• 4 to 6 years of experience in customer experience or customer service.
• Supervisory experience preferred.
• Strong knowledge of CRM systems and CX measurement tools.
• Familiarity with QA concepts and process improvement.

Responsibilities

• Directly supervise the customer service and quality assurance teams, assigning tasks and monitoring daily performance.
• Ensure compliance with approved customer service standards, policies, and quality benchmarks.
• Monitor and analyze customer experience metrics (CSAT, NPS, CES) and recommend improvement plans.
• Oversee quality assurance activities, including call and case reviews, to ensure compliance with standards.
• Handle escalated cases and ensure resolution within defined timeframes.
• Prepare periodic reports on customer experience and service quality performance for management.
• Coordinate with relevant departments to improve processes and address customer feedback.
• Train and coach team members to enhance their professional competence.
• Contribute to developing work procedures and customer service manuals.
• Ensure compliance with relevant regulations and instructions.
• Perform any other related duties assigned by direct management.

Skills

Customer experience

Team supervision

Data analysis

Communication

Problem solving

Education

Bachelor’s degree in Business Administration, Marketing, Relationship Management, or related field

Tools

CRM systems

CX measurement tools

Quality assurance tools

Job description

We are seeking an experienced CX & QA Supervisor to oversee customer experience management by leading the customer service and quality assurance teams. The role is responsible for ensuring high-quality, consistent service delivery, achieving customer satisfaction targets, and continuously improving the customer experience.

Key Responsibilities:

• Directly supervise the customer service and quality assurance teams, assigning tasks and monitoring daily performance.
• Ensure compliance with approved customer service standards, policies, and quality benchmarks.
• Monitor and analyze customer experience metrics (CSAT, NPS, CES) and recommend improvement plans.
• Oversee quality assurance activities, including call and case reviews, to ensure compliance with standards.
• Handle escalated cases and ensure resolution within defined timeframes.
• Prepare periodic reports on customer experience and service quality performance for management.
• Coordinate with relevant departments to improve processes and address customer feedback.
• Train and coach team members to enhance their professional competence.
• Contribute to developing work procedures and customer service manuals.
• Ensure compliance with relevant regulations and instructions.
• Perform any other related duties assigned by direct management.

Requirements:

• Bachelor’s degree in Business Administration, Marketing, Relationship Management, or a related field.
• 4 to 6 years of experience in customer experience or customer service, preferably in a supervisory role.
• Good knowledge of CRM systems and customer experience measurement tools.
• Familiarity with quality assurance concepts and process improvement.
• Customer data analysis and decision-making skills.
• Strong communication and problem-solving skills.