Customer Service Quality Specialist

Customer Service
Egypt 🇪🇬
October 2, 2023

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Job Description

About us Tabby creates financial freedom in the way people shop, earn and save by reshaping their relationship with money. Over 4,500,000 active users choose Tabby to stay in control of their spending and make the most out of their money.
Over 15,000 global brands and small businesses, including H&M, Adidas, IKEA, SHEIN, noon, and Bloomingdale’s use Tabby’s technology to accelerate growth and gain loyal customers by offering flexible payments online and in stores. Tabby is active in Saudi Arabia, UAE, Egypt and Kuwait and backed by leading investors including Sequoia Capital India, STV, PayPal Ventures, Mubadala Investment Capital, Arbor Ventures and others.

We are seeking a skilled Customer Service Quality Specialist to join our team in Egypt. 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.

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 and deliver training programs to enhance customer service skills and knowledge.
  • Identify and analyze customer service issues, and work collaboratively with other departments to develop and implement solutions.
  • Conduct research to identify best practices in customer service, and implement new strategies and processes to improve overall quality.
  • Analyze customer feedback data to identify trends and opportunities for improvement.
  • Work closely with other team members to ensure a high level of customer satisfaction.

Requirements:

  • Fluency in Arabic and English (both spoken and written)
  • 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.
  • Proficient in Microsoft Office applications.
  • 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 

 

What you can expect

  • We offer flexible working hours and trust you to work enough hours to do your job well, at times that suit you and your team.
  • A working environment that gives you autonomy and responsibility from day one.
  • You should be comfortable with the idea that the quality of your work will influence the shape of your career.
  • Participation in company’s employee stock options program.
  • Health Insurance

We are passionate about creating an inclusive, high-performing workplace that gives people from all backgrounds the support they need to thrive, grow and meet their goals (whatever they may be).

If this sounds exciting to you, we’d love to hear from you!

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