Customer Experience & Quality Assurance Executive

Job Description

Role Summary

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.

• 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

• 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.