Customer Care & Quality Assurance Officer
Position: Customer Care & Quality Assurance Officer
📍 Location: Riyadh
🏢 Company: ATSS
🕓 Employment Type: Full-Time
Job Summary:
The Customer Care & Quality Assurance Officer plays a dual role in championing the customer experience and upholding product/service quality standards. This individual is responsible for handling customer inquiries and issues with empathy and efficiency, while also conducting audits and checks to ensure delivered work meets defined quality criteria.
Key Responsibilities
• Customer Support: Serve as a primary point of contact for customer inquiries, requests, and complaints via phone, email, and ticketing systems.
• Issue Resolution: Diagnose customer issues, provide effective solutions, and escalate complex problems to the relevant teams (e.g., technical support, operations) while maintaining ownership of the customer interaction.
• Quality Auditing: Perform post-installation or post-service quality audits (both remotely and on-site if required) to verify that work complies with company standards, project specifications, and safety regulations.
• Feedback Loop: Collect and document customer feedback and audit findings. Analyze data to identify trends and root causes of issues.
• Reporting: Generate reports on customer satisfaction (CSAT), common issues, and quality metrics. Present findings to management to drive continuous improvement.
• Process Adherence: Ensure all customer interactions and quality checks follow established Standard Operating Procedures (SOPs).
• Training & Development: Provide feedback to field and project teams based on audit results to help improve performance and service delivery.
• Customer Success: Proactively follow up with customers after project completion to ensure satisfaction and build long-term relationships.
Qualifications:
• Associate’s or Bachelor’s degree in Business Administration, Communications, or a related field.
• Minimum 8-10 years proven experience in a customer service role, preferably in a technical or project-based environment.
• Experience with quality assurance/control processes is highly desirable.
• Exceptional communication and active listening skills, with a patient and empathetic demeanor.
• Strong analytical skills with an eye for detail to identify quality defects.
• Proficiency with CRM software (Salesforce, Zendesk) and MS Office Suite.
• Ability to handle stressful situations and difficult conversations with professionalism and tact.
• Methodical and process-oriented approach to work.
How to Apply:
Send your updated CV to jobs@atss.sa with the subject line: Application – Customer care & Quality Assurance Officer (ATSS)