Service Quality Management Sr. Specialist

Riyadh, Saudi Arabia Posted 2024/07/09 06:09:29 Expires 2024-09-07 Ref: JB1100050312

Job Description

  • Participate the Developing, implementing, and maintaining quality assurance processes and procedures to ensure consistent service quality across all customer touchpoints.
  • Establish service quality standards, metrics, and Key Performance Indicators (KPIs) to measure and monitor performance.
  • Identify and analyse customer needs, preferences, and expectations to inform service improvement initiatives.
  • Implement strategies to enhance the overall customer experience and satisfaction throughout the service delivery process.
  • Monitor and evaluate service performance using customer feedback, surveys, and other performance indicators.
  • Analyse data and trends to identify areas for improvement and make data-driven decisions to enhance service quality.
  • Identify inefficiencies or gaps in service delivery processes and recommend solutions to streamline operations and improve service quality.
  • Collaborate with cross-functional teams to implement process improvements and best practices.
  • Provide training and guidance to service staff on service quality standards, customer service skills, and best practices.
  • Promote a culture of service excellence and continuous improvement throughout SPL.
  • Ensure compliance with service quality standards, regulatory requirements, and industry best practices.
  • Stay informed about relevant regulations and standards and ensure that service delivery practices align with regulatory requirements.
  • Communicate service quality goals, strategies, and results to management and relevant stakeholders.


  • Customer Focus
  • Drives Results
  • Collaborates   
  • Instills Trust
  • Information Technology Strategy       
  • IT Governance

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Job Details

Job Location Riyadh, Saudi Arabia
Job Role Other
Number of Vacancies 1

Preferred Candidate

Career Level Mid Career
Years of Experience Min: 3
Residence Location Riyadh, Saudi Arabia
Nationality Saudi Arabia
Degree Bachelor's degree

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