Job description
Join Us as a Remote CX & QA Specialist 🌟
Are you passionate about creating exceptional customer experiences and ensuring top-tier service quality? This is your opportunity to take on a pivotal role as our Remote Customer Experience (CX) and Quality Assurance (QA) Specialist, driving member satisfaction and operational excellence across the globe.
About the Role
As a Remote CX & QA Specialist, you’ll work closely with the Senior CX Team Manager to bridge regional and global functions, enhancing customer journey touchpoints and championing a member-first culture. Your mission will 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.
Key Responsibilities
1. Customer Experience (CX) Management
- 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.
2. Quality Assurance (QA) Standards
- 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.
3. Service Improvement & Innovation
- 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.
4. Reporting & Stakeholder Engagement
- 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.
What We’re Looking For:
- Language Proficiency: Native-level or bilingual fluency in Arabic and English is required to effectively communicate with our Arabic-speaking members and clients.
- Experience in Customer Experience (CX) and/or Quality Assurance (QA): 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.
- Industry Knowledge (Preferred): 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.
- Analytical Skills: 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.
- Problem-Solving Mindset: 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.
- Strong Communication and Collaboration Skills: 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.
- Attention to Detail: 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.
- Passion for Customer Service Excellence: You should be genuinely passionate about improving customer experiences, driven by a desire to understand customer needs and deliver a seamless, high-quality service.
- Adaptability and Agility: 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.
Guidelines for Hybrid/Home Office option:
- Please note that if you live within a commutable distance of the office you will be asked to enter into a hybrid working arrangement, with up to 60% Home Office possibility.
- A secure home office at your confirmed address, free from background noise or other distractions
- Internet service must meet minimum requirements and minimum speed check must be complete
Benefits & Rewards
Our people are at the heart of the business, and we have a culture of recognition and reward - both through regular appraisals but also annual Extra Mile Awards where we celebrate those who have gone that extra mile in their role. We also encourage all our staff to incorporate their aspirations and interests into their career at Ten and we are there every step of the way in supporting development.
Rewards designed around you:
- A competitive salary depending on experience
- Flexible work arrangements including Hybrid work possibilities ; with up to 60% Home Office.
- Paid time away from work. Our employees enjoy a competitive paid time off package, including a day each year to volunteer time for a good cause that is important to you.
- Paid Sabbaticals. One (1) month paid Sabbatical after every 5 years of Service, without tapping into annual leave
- Extra Rewards. Lucrative Ten Loyalty Rewards program.
- Remote Working Holidays - possibilities to Travel and Work!
- Employee Discounts. Access to lots of great travel and entertainment discounts as our clients’ members would!
- We also offer a company contribution towards medical aid, and transport home for those working a late shift (applies to those who don’t have a car).
- ICAS Employee Health and Wellness (EHW P) services which are confidential and free for all employees to use.
- Safe & secure offices in the Foreshore with complimentary off-street parking.
Who Are We
Ten is a leading lifestyle and concierge company helping our clients discover, organise, enjoy and get the most from life. We partner with global financial institutions and other premium brands to attract and retain wealth and mass affluent clients. Established in the UK in 1998 and with over 25 years of experience, Ten operates in over 20 cities worldwide, in over 26 languages, with 65% of our workforce globally distributed and is publicly listed on the London Stock Exchange (‘TENG’). We were the first concierge business to be awarded the B Corp certification in the UK in 2023.
Ten’s strategy focuses on four key areas: deliver a world-class member experience, invest in technology, expand contracts with new and existing clients as well as develop our foothold in new markets by leveraging our market-leading service proposition.
At Ten, you’ll be part of a global, dynamic, and inclusive team, with diversity at its core and endless opportunities for growth.
Join us and experience a workplace where you can truly thrive. https://tenlifestylegroup.com/ten-tv/
Commitment to Diversity
We encourage diverse philosophies, cultures, and experiences. We appreciate diversity and are dedicated to creating an inclusive work environment for our employees. This idea unites the teams at TEN. All aspects of our relationship, including the decision to hire, promote, discipline, or terminate, will be based on merit, competence, performance and business needs.
“Ten works with a small preferred supplier list of recruitment agencies only. Please note we are not accepting any further recruitment agencies at this time. Ten Group is not responsible for any fees related to unsolicited resumes.”
Join Ten Group – apply before 10 July 2025.
Please note: We may close this job advert early if we receive a high volume of strong applications, so we encourage you to apply as soon as possible.
