Customer Service Quality Specialist - KSA Residence

Overview

Customer Service Quality Specialist - KSA Residence at Tabby تابي. The ideal candidate will be fluent in Arabic and English, with a strong understanding of customer service principles and GCC cultural nuances. In this role, you will monitor, evaluate and improve 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.

Qualifications

• Fluency in Arabic (CEFR Level B2) and English (CEFR level C1) for both written as well as 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 any other quality management certifications

Details

• Application Deadline: 27 September 2025
• Department: Customer Experience Management
• Employment Type: Full Time
• Location: KSA
• Compensation: ر.س8,000 / month