Customer Experience Strategist

4 days ago


Dubai, Dubai, United Arab Emirates Tabby Full time

Job Overview

We are seeking a skilled Quality Manager to join our team at Tabby. As a key member of the Customer Experience department, you will be responsible for developing and implementing quality management strategies that drive exceptional service standards.

About the Role

The successful candidate will possess strong analytical and problem-solving skills, with the ability to lead and motivate a team. They will also have excellent communication and interpersonal skills, as well as proficiency in using quality management software and tools.

Key Responsibilities

  • Quality Management
  • Establish and maintain quality standards, policies, and procedures for customer service operations.
  • Develop and implement quality assurance processes and methodologies to assess service performance.
  • Lead a team of quality supervisors & analysts and make sure they perform towards the quality goals of CX org.

  • Performance Monitoring
  • Hold responsibility for CSAT.
  • Monitor service metrics and generate reports to evaluate team performance and identify areas for improvement.
  • Conduct root cause analysis of customer dissatisfaction, and implement corrective actions.

  • Training and Development
  • Teach quality specialists to provide coaching and feedback to agents to improve their performance and adherence to quality standards.
  • Identify training needs and collaborate with the training department to design relevant training materials.


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