CX & QA Specialist

Summary

Join Ten Life Group as a Hybrid CX & QA Specialist and contribute to exceptional customer experiences and top-tier service quality. You will work closely with the Senior CX Team Manager to enhance customer journey touchpoints and champion a member-first culture. Your responsibilities 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.

Requirements

• Native-level or bilingual fluency in Arabic and English is required to effectively communicate with our Arabic-speaking members and clients
• You should have a background in customer service management or quality assurance, with a strong understanding of best practices in CX and QA standards
• Experience in monitoring and improving customer service delivery is key to this role
• You will be able to analyze data and performance metrics to identify trends, pain points, and opportunities for improvement
• You should be comfortable using data to make informed decisions and implement changes that drive tangible results
• We are looking for someone who can identify issues quickly and propose effective solutions
• A proactive approach to troubleshooting and service optimization will help you succeed in this role
• You should have the ability to communicate clearly and effectively with both internal teams and external stakeholders
• Building strong relationships across departments and regions will be crucial to your success
• Whether it's maintaining quality standards, reviewing customer feedback, or tracking performance, you’ll need a keen eye for detail and a commitment to high service quality
• You should be genuinely passionate about improving customer experiences, driven by a desire to understand customer needs and deliver a seamless, high-quality service
• In this role, you will be working across different functions and global teams, so flexibility and the ability to adapt to changing requirements and priorities are essential

Responsibilities

• 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
• 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
• 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
• 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

Preferred Qualifications

Candidates with experience in Travel, Tourism, Hospitality, or Luxury Concierge services will have an advantage, as an understanding of the unique needs and expectations in these industries will help you excel in this role

Benefits

• A competitive salary depending on experience
• Hybrid working . You can combine working from home and working from the office
• If you don’t live near our office, then we are open to fully remote working options too
• Our employees enjoy a competitive paid time off package, including a paid day each year to volunteer time for a good cause that is important to them
• One (1) month paid Sabbatical after every 5 years of Service, without tapping into annual leave
• Lucrative Ten Loyalty Rewards program which includes a bonus and gift to say thank you for being part of Ten
• Remote Working Holidays - possibilities to Travel and Work anywhere in the world!
• Access to lots of great travel and entertainment discounts as our clients’ members would!
• Be part of our global, dynamic, and inclusive Team , with diversity at its core
• Genuine career opportunities within a dynamic and international company