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Customer Service Quality Specialist - KSA Residence

Riyadh, Saudi Arabia

Overview

Tabby creates financial freedom in the way people shop, earn and save by reshaping their relationship with money. The company's flagship offering allows shoppers to split their payments online and in-store with no interest or fees. Tabby has partnered with over 40,000 brands and small businesses, including Amazon, Noon, IKEA, and SHEIN, to accelerate growth and gain loyal customers through easy and flexible payments.

Tabby generates significant transaction volume for its partner brands and is a leading fintech in the GCC region. The company launched in 2019 and has raised funding from global and regional investors.

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 and spoken communication.
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 other quality management certifications.

About Tabby

Tabby creates financial freedom in the way people shop, earn and save by reshaping their relationship with money. The company's flagship offering allows shoppers to split their payments online and in-store with no interest or fees. Tabby has partnered with thousands of brands, including Amazon, Noon, IKEA, and Shein, to accelerate growth and gain loyal customers by offering easy and flexible payments.

Tabby has generated billions in transaction volume for its partner brands and is a leading fintech in the GCC region. The company launched operations in 2020 and has raised funding from global and regional investors.

Application Details