CX & QA Specialist | Arabic speaking

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Join Us as a Hybrid CX & QA Specialist

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

About The Role

As a Hybrid 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

• Customer Experience (CX) Management
• Design and implement strategies to enhance the customer journey and address pain points.
• Collaborate across teams to deliver unified, exceptional experiences.
• Resolve escalated customer issues and train teams to deliver superior service.
• Monitor CX performance metrics and drive continuous improvement.
• 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.
• Service Improvement & Innovation
• 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.
• 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.
• Experience in Customer Experience (CX) and/or Quality Assurance (QA): Background in customer service management or quality assurance, with a strong understanding of best practices in CX and QA standards.
• Industry Knowledge (Preferred): Experience in Travel, Tourism, Hospitality, or Luxury Concierge services is an advantage.
• Analytical Skills: Ability to analyze data and performance metrics.
• Problem-Solving Mindset: Ability to identify issues quickly and propose effective solutions.
• Strong Communication and Collaboration Skills: Ability to communicate clearly with internal teams and external stakeholders.
• Attention to Detail: Keen eye for detail and commitment to high service quality.
• Passion for Customer Service Excellence: Genuine passion for improving customer experiences.
• Adaptability and Agility: Flexibility and ability to adapt to changing requirements.

Benefits

Our people are at the heart of the business, and we have a culture of recognition and reward.

• A competitive salary depending on experience.
• Hybrid working options.
• Paid time away from work, including a paid day each year to volunteer.
• Paid Sabbaticals after every 5 years of Service.
• Lucrative Ten Loyalty Rewards program.
• Remote Working Holidays.
• Employee Discounts.
• Genuine career opportunities within a dynamic and international company.

Who We Are

Ten Life Group is a global luxury concierge service, serving High-Networth (HNW) and UHNW clients.

Commitment to Diversity

We encourage diverse philosophies, cultures, and experiences.

Thank you for considering a career with us. Don\’t miss the opportunity to join our team!

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