Job Description

Designation: Quality and Training Specialist - Customer Care

Reportee:

Customer Services Team

Location:

UAE or Remote

Job Type:

Full-Time

About us:

We are a luxury furniture brand committed to delivering not just high-end products, but a premium customer experience that reflects our brand values. Our Customer Care team is the frontline of our communication, and we believe that every email and phone call is a reflection of who we are.

To ensure excellence in every customer interaction, we are hiring a

Quality and Training Specialist

who will uphold and elevate the quality and tone of our Customer Care communications.

Position Summary

The

Quality and Training Specialist

will be responsible for monitoring, evaluating, and enhancing the performance of our Customer Care team. This includes auditing written and verbal communications to ensure they align with our brand's tone, attention to detail, and customer service standards. This person will also identify training needs and implement programs to improve team performance.

Key Responsibilities

1. Quality Assurance

Monitor customer interactions across all channels (emails, calls, chats). Evaluate responses for tone, professionalism, alignment with the customer's inquiry, and adherence to brand guidelines. Detect and report on communication errors such as: Misnaming or incorrectly addressing customers. Misalignment between customer inquiry and response (e.g., wrong product details). Inappropriate language or tone. Review if adequate information is provided based on the nature of the inquiry (e.g., full quotation context vs. quick item reply).

2. Attention to Detail

Ensure replies reflect a high standard of grammar, spelling, personalization, and clarity. Cross-check that product-related responses include accurate model, color, or collection names as requested by the customer. Ensure alignment between email tone and the customer's request seriousness or complexity.

3. Training & Development

Develop and conduct onboarding and continuous training programs for the Customer Care team. Train team members on brand tone, communication etiquette, and customer empathy. Create learning materials including tone-of-voice guides, sample templates, and best practices.

4. Feedback & Reporting

Provide actionable feedback to agents with examples and suggestions for improvement. Create regular reports on team performance, trends, and recurring issues. Collaborate with Customer Care leadership to improve SOPs and templates.

Required Qualifications

Proven experience in quality assurance, training, or communication roles within customer support, preferably in a luxury or high-touch brand for 2-5 years in UAE, Egypt, Bahrain, Lebanon or Jordan. Exceptional written and verbal communication skills in both English and Arabic. Strong attention to detail and customer-centric mindset. Ability to analyze and synthesize qualitative feedback from a variety of communication formats. Experience creating and leading training programs. High emotional intelligence and cultural sensitivity in communication.
Job Types: Full-time, Permanent

Pay: AED3,000.00 - AED3,500.00 per month

Application Question(s):

Are you having experience in customer service training and quality?
Language:

* Arabic (Required)