CX & QA Specialist - Arabic speaking - Remote

Ten Lifestyle Group; Durban; Remote; ZAR 300,000 - 600,000; Full time

Job summary

An established industry player is seeking a Remote Customer Experience and Quality Assurance Specialist to enhance service quality and member satisfaction. This role involves collaborating with the Senior CX Team Manager to implement strategies that elevate the customer journey and ensure alignment with quality assurance standards. You will analyze performance metrics, resolve escalated customer issues, and lead continuous improvement projects, all while fostering a member-first culture. If you are passionate about delivering exceptional customer experiences and thrive in a dynamic environment, this opportunity is perfect for you.

Benefits

Competitive salary

Paid time off

Paid Sabbaticals

Loyalty Rewards program

Remote Working Holidays

Employee Discounts

Career opportunities

Dynamic and inclusive team environment

Qualifications

• Fluency in Arabic and English is essential for effective communication.
• Experience in CX and QA is crucial for this role.

Responsibilities

• Design strategies to enhance the customer journey and resolve issues.
• Monitor quality assurance and implement feedback loops for improvement.

Skills

Customer Experience Management

Quality Assurance Standards

Analytical Skills

Problem-Solving

Communication Skills

Attention to Detail

Adaptability

Education

Experience in Customer Service Management

Experience in Quality Assurance

Job description

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 Remote Customer Experience (CX) and Quality Assurance (QA) Specialist, driving member satisfaction and operational excellence across the globe.

About the Role

As a Remote 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, as an understanding of the unique needs and expectations in these industries will help you excel in this role.
• Analytical Skills: You will be able to analyze data and performance metrics to identify trends, pain points, and opportunities for improvement. You should be comfortable using data to make informed decisions and implement changes that drive tangible results.
• Problem-Solving Mindset: We are looking for someone who can identify issues quickly and propose effective solutions. A proactive approach to troubleshooting and service optimization will help you succeed in this role.
• Strong Communication and Collaboration Skills: You should have the ability to communicate clearly and effectively with both internal teams and external stakeholders. Building strong relationships across departments and regions will be crucial to your success.
• Attention to Detail: Whether it's maintaining quality standards, reviewing customer feedback, or tracking performance, 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, driven by a desire to understand customer needs and deliver a seamless, high-quality service.
• Adaptability and Agility: In this role, you will be working across different functions and global teams, so flexibility and the ability to adapt to changing requirements and priorities are essential.

Guidelines for Hybrid / Home Office option:

• Please note that if you live within a commutable distance of the office you will be asked to enter into a hybrid working arrangement, with up to 60% Home Office possibility.
• A secure home office at your confirmed address, free from background noise or other distractions.
• Internet service must meet minimum requirements and minimum speed check must be complete.

Rewards designed around you:

• A competitive salary depending on experience.
• Paid time away from work. Our employees enjoy a competitive paid time off package, including a paid day each year to volunteer time for a good cause that is important to them.
• Paid Sabbaticals. One (1) month paid Sabbatical after every 5 years of Service, without tapping into annual leave.
• Extra Rewards. Lucrative Ten Loyalty Rewards program which includes a bonus and gift to say thank you for being part of Ten.
• Remote Working Holidays - possibilities to Travel and Work anywhere in the world!
• Employee Discounts. Access to lots of great travel and entertainment discounts as our clients’ members would!
• Be part of our global, dynamic, and inclusive Team, with diversity at its core.
• Genuine career opportunities within a dynamic and international company.

Who We Are

Ten Life Group is a global luxury concierge service, and our travel department is offering a unique opportunity to join a vibrant team. Our clients and colleagues are the cornerstones of what we do, and we serve High-Networth (HNW) and UHNW clients with their requests for leisure travel. At Ten our goal is simple, to become the most trusted service business in the world.

We deliver our service through a combination of Ten’s proprietary, unique technology-enabled platform and the expertise of our highly trained lifestyle managers. Ten is growing quickly and has ambitious plans to keep innovating, inspiring and continuing to improve the lives of millions of members. As a Certified B Corp, Ten Lifestyle Group joins a global community of businesses united by a shared goal of making a positive impact on society and the environment.