Customer Service Quality Specialist - KSA Residence

About This Role

Department: Customer Experience Management

Location: KSA

Compensation: ر.س9,000 / month

Description Tabby creates financial freedom in the way people shop, earn and save by reshaping their relationship with money. Over 15 million users choose Tabby to stay in control of their spending and make the most out of their money.

The company’s flagship offering allows shoppers to split their payments online and in-store with no interest or fees. Over 40,000 global brands and small businesses, including Amazon, Noon, IKEA, and SHEIN use Tabby to accelerate growth and gain loyal customers by offering easy and flexible payments online and in stores.

Tabby generates over $10 billion in annual transaction volume for its partner brands and is the highest-rated, most-reviewed, largest, and fastest-growing FinTech in the GCC region.

Tabby launched in 2019 and has since raised +$1 billion in equity and debt funding from global and regional investors, and is now valued at $3.3 billion.

We are seeking a skilled Customer Service Quality Specialist to join our team in KSA. The ideal candidate will be fluent in Arabic and English, and have a strong understanding of customer service principles and practices as well as cultural nuances of the GCC region. In this role, you will be responsible for monitoring, evaluating and improving 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.

Requirements:

• Fluency in Arabic (CEFR Level B2) and English (CEFR level C1) for both written as well as spoken.
• 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