# CX & QA Supervisor — Confidential

Canonical: https://jobxdubai.com/jobs/li-4475644988-cx-qa-supervisor
Location: Riyadh, Saudi Arabia
Type: full_time · Level: lead
Monthly salary: AED 8,820 to 11,760 per month (estimated, not employer-stated) (UAE salaries are tax-free)
Posted: 2026-10-11
Apply: https://www.linkedin.com/jobs/view/cx-qa-supervisor-at-confidential-4475644988?_l=en

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## Description

We are seeking an experienced CX & QA Supervisor to oversee customer experience management by leading the customer service and quality assurance teams. The role is responsible for ensuring high-quality, consistent service delivery, achieving customer satisfaction targets, and continuously improving the customer experience.

Key Responsibilities:

• Directly supervise the customer service and quality assurance teams, assigning tasks and monitoring daily performance.

• Ensure compliance with approved customer service standards, policies, and quality benchmarks.

• Monitor and analyze customer experience metrics (CSAT, NPS, CES) and recommend improvement plans.

• Oversee quality assurance activities, including call and case reviews, to ensure compliance with standards.

• Handle escalated cases and ensure resolution within defined timeframes.

• Prepare periodic reports on customer experience and service quality performance for management.

• Coordinate with relevant departments to improve processes and address customer feedback.

• Train and coach team members to enhance their professional competence.

• Contribute to developing work procedures and customer service manuals.

• Ensure compliance with relevant regulations and instructions.

• Perform any other related duties assigned by direct management.

Requirements:

• Bachelor’s degree in Business Administration, Marketing, Relationship Management, or a related field.

• 4 to 6 years of experience in customer experience or customer service, preferably in a supervisory role.

• Good knowledge of CRM systems and customer experience measurement tools.

• Familiarity with quality assurance concepts and process improvement.

• Customer data analysis and decision-making skills.

• Strong communication and problem-solving skills.

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## Requirements

Bachelor’s degree in Business Administration, Marketing, Relationship Management, or a related field. 4 to 6 years of experience in customer experience or customer service, preferably in a supervisory role. Good knowledge of CRM systems and customer experience measurement tools. Familiarity with quality assurance concepts and process improvement. Customer data analysis and decision-making skills. Strong communication and problem-solving skills.

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