Customer Experience & Quality Assurance Executive
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Key skills for this role
About the Role
The Customer Experience & Quality Assurance Executive is responsible for monitoring service quality, analyzing customer feedback, and driving continuous improvement. The role involves evaluating customer interactions, conducting quality assurance reviews, and supporting customer experience initiatives.
Key Skills for This Role
Responsibilities
- Support development and execution of customer experience and satisfaction initiatives aligned with business objectives
- Assist in managing customer satisfaction tools, survey platforms, and feedback systems to capture customer insights
- Prepare, distribute, and monitor customer surveys to collect feedback from appropriate customer segments
- Conduct quality assurance evaluations of customer interactions across all service channels
- Review customer interactions against established quality standards, scripts, service procedures, and compliance requirements
- Monitor service quality performance and identify trends, recurring issues, and improvement opportunities
- Support customer satisfaction evaluation processes by reviewing feedback and preparing summaries
- Conduct follow up calls with customers who provided negative feedback to understand concerns and document findings
- Analyze customer feedback and QA observations to identify service gaps and recommend improvements
- Maintain accurate records of feedback, quality assessments, audit findings, and observations in company systems
- Support collection, tracking, and analysis of customer service KPIs, satisfaction scores, and quality metrics
- Assist in preparing customer experience dashboards, quality reports, performance summaries, and management reports
Requirements
- Bachelor's Degree in Business Administration, Customer Experience, Marketing, or related field
- Minimum 2 years of experience in Customer Experience, Customer Service, Quality Assurance, Customer Satisfaction, or related function
- Experience conducting quality reviews of customer interactions and monitoring service standards
- Knowledge of customer satisfaction measurement tools, survey platforms, and feedback management processes
- Strong analytical skills with ability to interpret customer feedback, identify trends, and prepare reports
- Experience handling customer follow up calls, complaints, and service recovery initiatives
- Proficiency in Microsoft Excel, PowerPoint, CRM systems, and customer service platforms
- Strong communication, interpersonal, organizational, and stakeholder management skills
- Fluent English required; Arabic language skills preferred
- Experience in a lead or supervisory capacity is an advantage
Full Job Posting
Role Summary
- The Customer Experience & Quality Assurance Executive is responsible for supporting and enhancing the overall customer experience by monitoring service quality, analyzing customer feedback, and identifying opportunities for continuous improvement.
- The role focuses on evaluating customer interactions across multiple channels, measuring customer satisfaction, conducting quality assurance reviews, and supporting customer experience initiatives.
- Working closely with internal stakeholders, the incumbent will help drive service excellence through data driven insights, quality monitoring, reporting, and customer centric improvement strategies.
Qualifications & Requirements
- Bachelor's Degree in Business Administration, Customer Experience, Marketing, or a related field
- Minimum 2 years of experience in Customer Experience, Customer Service, Quality Assurance, Customer Satisfaction, or a related function
- Experience conducting quality reviews of customer interactions and monitoring service standards
- Knowledge of customer satisfaction measurement tools, survey platforms, and feedback management processes
- Strong analytical skills with the ability to interpret customer feedback, identify trends, and prepare reports
- Experience handling customer follow up calls, customer complaints, and service recovery initiatives
- Proficiency in Microsoft Excel, PowerPoint, CRM systems, and customer service platforms
- Strong communication, interpersonal, organizational, and stakeholder management skills
- Arabic language skills are preferred; fluent English is required
- Experience in a lead or supervisory capacity will be an advantage
Key Responsibilities
- Support the development and execution of customer experience and customer satisfaction initiatives aligned with business objectives
- Assist in managing customer satisfaction tools, survey platforms, and feedback systems to effectively capture customer insights
- Prepare, distribute, and monitor customer surveys, ensuring feedback is collected from the appropriate customer segment
- Conduct quality assurance evaluations of customer interactions across all service channels, including calls, emails, front desk interactions, walk ins, and virtual platforms
- Review customer interactions against established quality standards, scripts, service procedures, compliance requirements, privacy guidelines, and KPI expectations
- Monitor service quality performance and identify trends, recurring issues, and opportunities to improve customer experience
- Support customer satisfaction evaluation processes by reviewing customer feedback, assessing service concerns, and preparing feedback summaries
- Conduct follow up calls with customers who have provided negative feedback to understand concerns, gather additional insights, and document findings
- Analyze customer feedback and quality assurance observations to identify service gaps and recommend improvement opportunities
- Maintain accurate records of customer feedback, quality assessments, audit findings, and customer experience observations within company systems
- Support the collection, tracking, and analysis of customer service KPIs, customer satisfaction scores, and quality metrics
- Assist in preparing customer experience dashboards, quality reports, performance summaries, and management reports
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