Customer Service Training Quality & Auditing

About the Role

GymNation is seeking a Customer Service Training, Quality & Auditing professional to join its team in Riyadh, Saudi Arabia. This full-time role focuses on enhancing the member experience across all clubs by ensuring consistent and professional service delivery. The successful candidate will work to identify service gaps, implement practical solutions, and support continuous improvement among front-line teams.

Key Responsibilities

• Deliver customer service training sessions and practical workshops.
• Coach front-line staff on communication, member handling, and service etiquette.
• Train teams on managing 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 and 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 member-focused teams.
• Contribute to fostering a positive, welcoming, and service-driven culture across clubs.

Service Auditing and Quality Assurance

• Conduct regular service audits, mystery visits, and quality checks across clubs.
• Ensure consistent adherence to customer service standards, procedures, and company policies.
• Review member interactions across various channels, including front desk, phone, and WhatsApp.
• Identify gaps, inconsistencies, and opportunities to enhance the member journey.
• Provide clear feedback and action plans following audits.
• Follow up to ensure corrective actions are implemented and sustained.

Qualifications and Experience

Candidates should possess 0-1 years of relevant experience. This role requires an individual capable of working closely with club teams to continuously improve member support.

Work Environment

This is a full-time position based in Riyadh, Saudi Arabia, focused on supporting GymNation's club operations and member experience initiatives.