Customer Service Training, Quality & Auditing

We are looking for a Customer Service Training, Quality & Auditing professional to join our team in Saudi Arabia. This role is all about raising the standard of the member experience across our clubs. Through hands-on coaching, training and regular service audits, you'll help our front-line teams deliver friendly, consistent and professional service to every member, every visit. We're looking for someone who can work closely with our club teams, spot service gaps, provide practical solutions and help employees continuously improve how they support our members. Key Responsibilities Customer Service Training & Coaching • Deliver engaging customer service training sessions and practical workshops • Coach front-line staff on communication, member handling and service etiquette • Train teams on handling complaints, difficult conversations and service recovery • Identify individual and team training needs based on member feedback and service results • Provide continuous feedback, guidance and on-the-floor coaching Member Experience & Performance Development • Create and follow up on service development plans for teams and individuals • Monitor service performance using member feedback, reviews, complaints and satisfaction scores • Support Club Managers and team leaders in building strong, member-focused teams • Help build a positive, welcoming and service-driven culture across our clubs Service Auditing & Quality • Conduct regular service audits, mystery visits and quality checks across clubs • Ensure customer service standards, procedures and company policies are consistently followed • Review member interactions across front desk, phone, WhatsApp and other channels • Identify gaps, inconsistencies and opportunities to improve the member journey • Provide clear feedback and action plans following audits • Follow up to ensure corrective actions are implemented and sustained 👤 What We're Looking For • Previous experience in Customer Service Training, Quality Assurance, Service Auditing or a similar role • A genuine passion for delivering excellent customer experiences • Strong communication and presentation skills • Excellent coaching and people-development skills • Strong attention to detail and analytical thinking • Ability to turn member feedback and audit findings into practical improvements • A hands-on, positive and motivating approach • Ability to work closely with different teams and departments • Fluency in Arabic and English is a strong advantage • Experience in fitness, hospitality, retail or a similar member-facing environment is a plus If you're passionate about great service, developing people and creating member experiences that keep people coming back, we'd love to hear from you. 💪 Show more Show less