Customer Experience & Quality Assurance Executive

Role Summary

Qualifications & Requirement

• 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
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Key Responsibilities

• Support the development and execution of customer experience and customer satisfaction initiatives aligned with business objective
• Assist in managing customer satisfaction tools, survey platforms, and feedback systems to effectively capture customer insight
• 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 platform
• Review customer interactions against established quality standards, scripts, service procedures, compliance requirements, privacy guidelines, and KPI expectation
• 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 summaris.
• 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 system
• 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.
• Ensure all customer experience and quality-related reports are maintained accurately with proper documentation and version control
• Support customer experience improvement projects by tracking progress, coordinating activities, and monitoring timelines
• Work closely with customer service teams and internal stakeholders to improve service delivery and customer satisfaction levels.
• Assist in identifying customer pain points and contribute ideas and recommendations to enhance the customer journey
• Coordinate meetings with vendors, partners, and internal stakeholders to support customer experience initiatives and quality improvement programs.
• Support the development of training materials by highlighting recurring service issues, quality concerns, and customer feedback trends.
• Participate in training sessions and support the delivery of quality and customer experience-related training programs.
• Promote a culture of continuous improvement by encouraging adherence to service standards, quality expectations, and customer-centric practices.
• Support management in implementing action plans aimed at improving customer satisfaction, service quality, and operational effectiveness.
• Ensure compliance with company policies, quality frameworks, customer service standards, and operational procedures.