252 Service Quality jobs in Saudi Arabia

Department:
Customer Experience Management

Employment Type:
Full Time

Location:
KSA

Compensation:
ر.س8,000 / month

Description
Tabby
creates financial freedom in the way people shop, earn and save by reshaping their relationship with money. Over 15 million users choose Tabby to stay in control of their spending and make the most out of their money.

The company's flagship offering allows shoppers to split their payments online and in-store with no interest or fees. Over 40,000 global brands and small businesses, including Amazon, Noon, IKEA, and SHEIN use Tabby to accelerate growth and gain loyal customers by offering easy and flexible payments online and in stores.

Tabby generates over $10 billion in annual transaction volume for its partner brands and is the highest-rated, most-reviewed, largest, and fastest-growing FinTech in the GCC region.

Tabby launched in 2019 and has since raised +$ billion in equity and debt funding from global and regional investors, and is now valued at 3.3 billion.

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

Key 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 customised learning plans and coach agents to enhance customer service skills and knowledge.
• Analyze dissatisfied customer interactions to identify trends and opportunities for improvement.
• Conduct research to identify best practices in customer service, and suggest continuous improvement practices
• Work closely with other team members to ensure a high level of customer satisfaction.

Requirements:

• Fluency in Arabic (CEFR Level B2) and English (CEFR level C1) for both written as well as spoken.
• 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.
• 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

Application Deadline:
31 October 2025

Department:
Customer Experience Management

Location:
KSA

Compensation:
ر.س8,000 / month

Description
Tabby
creates financial freedom in the way people shop, earn and save by reshaping their relationship with money. Over 15 million users choose Tabby to stay in control of their spending and make the most out of their money.

The company's flagship offering allows shoppers to split their payments online and in-store with no interest or fees. Over 40,000 global brands and small businesses, including Amazon, Noon, IKEA, and SHEIN use Tabby to accelerate growth and gain loyal customers by offering easy and flexible payments online and in stores.

Tabby generates over $10 billion in annual transaction volume for its partner brands and is the highest-rated, most-reviewed, largest, and fastest-growing FinTech in the GCC region.

Tabby launched in 2019 and has since raised +$ billion in equity and debt funding from global and regional investors, and is now valued at 3.3 billion.

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

Key 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 customised learning plans and coach agents to enhance customer service skills and knowledge.
• Analyze dissatisfied customer interactions to identify trends and opportunities for improvement.
• Conduct research to identify best practices in customer service, and suggest continuous improvement practices
• Work closely with other team members to ensure a high level of customer satisfaction.

Requirements:

• Fluency in Arabic (CEFR Level B2) and English (CEFR level C1) for both written as well as spoken.
• 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.
• 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

Role Overview

• Ensure understanding of the strategic objective for the Bank and support in achieving the department's strategy and related strategic plans.

• Achieve agreed service performance targets by coordinating ITSM process execution and continuous improvement activities.

• Appraise service performance, process effectiveness, and tool utilization through regular review of dashboards, KPIs, and SLAs, recommending corrective actions where needed.
• Assure compliance with ITSM policies, procedures, and relevant regulatory requirements across assigned processes and teams.
• Communicate service performance, risks, and improvement plans to stakeholders through scheduled reports, service reviews, and operational meetings.
• Conduct routine reviews of Incident, Problem, Request, Knowledge, Availability, Capacity, and Service Level Management processes to confirm adherence and identify enhancement opportunities.
• Contributes to the definition and maintenance of the IT Service Catalog, ensuring service descriptions, SLAs, and support models remain current and aligned to customer expectations.
• Ensure service data integrity by liaising with CMDB, Asset Management, and Quality Assurance teams to maintain accurate and integrated service records.
• Identify service improvement opportunities using trend analysis, root-cause insights, and customer feedback; drive agreed actions to closure with process owners and support teams.
• Liaise with internal IT teams, vendors, and business stakeholders to coordinate service changes, major incident communications, and post-incident reviews.
• Provide operational guidance and subject matter input on ITSM processes and quality practices to project teams and service owners.
• Report on compliance, audit findings, and remediation progress; track risks, issues, and improvement backlogs to completion.
• Ensure user awareness by coordinating and delivering training and knowledge-sharing sessions on ITSM processes and tools.
• Conduct configuration and enhancement activities for ITSM platforms (e.g., ServiceNow, BMC Remedy, Jira) in partnership with platform administrators; validate changes via testing and user feedback.
• Assure that major incident communication protocols are followed and that post-incident actions are documented and implemented.
• Contribute to continual service improvement roadmaps, prioritizing initiatives based on business impact and resource availability.
• Achieve cost-efficiency targets by optimizing process workflows, automations, and reporting practices.
• Defines performance goals at the start of the year in discussion with the reporting manager and ensures the goals are monitored and achieved during the year.
• Takes ownership of the learning agenda by identifying development needs in consultation with the reporting manager and working towards bridging the gaps through various means beyond just training.
• Understands the competencies relevant to the role and work towards displaying and developing these effectively.
• Keeps abreast of relevant professional/industry developments, new techniques, and current issues through continued education and professional networks.
• Implements practices to bridge gaps identified during departmental audits.
• Implements the risk policies and processes (operational, regulatory, financial, informational, reputational, and audit risks), ensuring these meet regulatory and internal requirements.
• Implements the internal control systems in the department and participates in departmental audits.
• Performs other responsibilities and tasks as directed by the reporting manager in order to meet organizational objectives.

Qualification and Years Experience:

• Based in Jeddah.
• Bachelor's degree in Computer Science or Information Technology or a relevant major.
• Around +5 years of experience with a preference 3 years of experience in a relevant role
• Prior experience in IT Service Management or a relevant field.

JASARA PMC is looking for a dedicated and skilled Manager of Reporting & Process Improvement to join our team. In this role, you will be responsible for overseeing the reporting functions, ensuring accurate data analysis, and driving process improvement initiatives across the organization to enhance operational efficiency.

As a Manager, you will work closely with various teams to identify areas for improvement and implement best practices in reporting and operational processes.

1. Manage the reporting process to ensure accuracy and timeliness of data delivery.
2. Analyze data trends and provide actionable insights to support strategic decision-making.
3. Identify opportunities for process optimization to improve efficiency and quality.
4. Collaborate with stakeholders to gather reporting requirements and develop relevant documentation.
5. Lead projects aimed at enhancing reporting functionality and data integrity.
6. Stay updated with industry trends to ensure that JASARA implements the best practices in reporting and process management.
7. Provide training and support to team members regarding reporting tools and methodologies.

1. Bachelor's degree in Business Administration, Analytics, or a related field.
2. Minimum of 5 years of experience in reporting, data analysis, or process improvement.
3. Strong analytical skills and attention to detail.
4. Proven experience in managing and leading teams.
5. Proficiency in reporting tools (e.g., Microsoft Excel, Power BI, or Tableau).
6. Excellent communication and interpersonal skills.
7. Understanding of construction or project management processes is a plus.
8. Project management certification is advantageous.

We are seeking a
Quality Service Specialist
to join our Customer Service team. The ideal candidate will be responsible for monitoring, evaluating, and improving the quality of customer interactions to ensure the highest standards of service are consistently delivered.

Evaluate customer service calls, chats, and emails based on quality standards and KPIs.

Provide detailed feedback and coaching to agents to enhance performance and customer satisfaction.

Identify training needs and recommend process improvements to improve service delivery.

Prepare regular quality reports and trend analyses for management.

Collaborate with Team Leaders and Training departments to ensure alignment with business goals.

Maintain quality documentation, procedures, and audit trails.

Requirements
Bachelor's degree in Business Administration, Communications, or a related field.

2-4 years of experience in a quality assurance or customer service role (preferably in a contact center environment).

Strong knowledge of
quality monitoring tools
,
KPI metrics
, and
customer satisfaction standards (CSAT, DSAT, QA scores)
.

Excellent communication, analytical, and coaching skills.

Proficient in MS Office and CRM systems.

The Role

We are seeking a dedicated Customer Service Specialist to join a growing investment firm in Riyadh. The ideal candidate will provide exceptional support to clients, ensuring a seamless and professional experience as they navigate investment opportunities and services. Responsibilities: - Respond to client inquiries promptly and professionally via phone, e-mail, and in-person. - Assist clients with account setup, updates, and investment product information. - Resolve customer issues and complaints efficiently, escalating complex cases as necessary. - Maintain accurate records of customer interactions and transactions. - Collaborate with internal teams to improve client experience and service delivery. - Stay updated on company investment products, policies, and industry trends to provide accurate information.

Requirements

• Proven experience in customer service, preferably in the investment or financial sector, within KSA. - You will need to hold a CME-1 certificate. - Strong communication skills in English and Arabic, both verbal and written. - Ability to handle sensitive information with confidentiality. - Bachelor's degree in business, finance, or related field is preferred.

About the company

At Hays, we invest in lifelong partnerships that empower people and businesses to succeed. With over 50 years success under our belts and a workforce of 10,000+ people across 32 countries, weve evolved to put our customers at the heart of everything we do. So much more than a specialist recruitment business, what really sets us apart is our knowledge through scale, deep understanding and our ability to meaningfully innovate for our customers. By providing advice, insights and expertise on issues you face today in the fast-paced world of work, we help you make the right decisions for tomorrow. Offering an unrivalled suite of recruitment and workplace solutions, whether youre looking for whats next in your career, or have a gap to fill, well help you get where you want to go. You can rely on us to deliver today and help you plan for tomorrow.

To ensure customer satisfaction and loyalty by delivering professional service, managing inquiries, maintaining accurate client records, and supporting internal teams through proactive communication and feedback reporting.

Responsibilities:

• Answer incoming phone calls, emails, chats promptly and professionally.
• Receive and process customer inquiries from all marketing channels, including online orders, and ensure they are entered into the CRM system.
• Provide customers with basic product/service information and direct them to the right contact when necessary.
• Maintain a courteous, welcoming, and service-oriented approach in all customer interactions.
• Regularly update and maintain the CRM system with accurate contact details, communication history, and notes.
• Coordinate with relevant internal departments to ensure customer issues are addressed and resolved efficiently.
• Follow up with customers after order delivery to ensure satisfaction and collect feedback.
• Proactively reach out to inactive customers to identify reasons and re-engage them.
• Generate monthly reports on customer activity, feedback, and engagement trends.
• Share insights with the marketing team to support service improvement initiatives.

Qualifications:

• Bachelor's degree in Business, Marketing, or a related field.

• Strong written and verbal communication skills.

• She should have high level of interpersonal and customer handling skills.

• Proficiency in Arabic and English is a strong advantage.

Please send you're your CV to

Customer Service & Order Processing Specialist

Location:
Jeddah, Saudi Arabia

Job Type:
Full-time

About the Role

We are looking for a motivated and detail-oriented Customer Service & Order Processing Specialist to join our growing e-commerce team. You will be the key point of contact for our customers, ensuring they enjoy a smooth shopping experience from placing their orders to receiving them.

Key Responsibilities

•  Handle customer inquiries via phone, email, and chat in a professional and timely manner.

•  Process, review, and manage online orders from confirmation to delivery.

•  Coordinate with warehouse and delivery partners to ensure accurate and on-time shipments.

•  Resolve customer complaints and provide effective solutions to maintain high satisfaction levels.

•  Track and follow up on pending or delayed orders, keeping customers updated.

•  Maintain accurate records of customer interactions and transactions.

Qualifications

•  1–3 years of experience in customer service, preferably in e-commerce or retail.

•  Strong communication skills in both Arabic and English.

•  Good organizational and multitasking abilities with attention to detail.

•  Proficiency in MS Office and familiarity with e-commerce platforms such as Salla & Zid.

What We Offer

•  Competitive salary.

•  A dynamic and supportive work environment.

•  Growth opportunities within a fast-growing e-commerce business.

•  Training and development programs to enhance your skills.

Exciting Customer Service Opportunities for Saudi Nationals( Subject to Contract Award)

Are you passionate about delivering exceptional service and ready to grow your career with a global leader?

Serco is looking for talented Saudi Nationals to join our Customer Service Talent Pool for upcoming roles across the Kingdom of Saudi Arabia. With over 4,500 team members in the Middle East, we're committed to building futures and supporting national development.

Express your interest today and take the first step toward a rewarding career with Serco.