Job offer: Senior Service Quality Specialist - Abu Dhabi Based

A large, exciting entity going through a transformation.

• Develop and implement service monitoring frameworks with KPIs and customer feedback mechanisms.
• Lead efforts to enhance service quality and address performance gaps.
• Measure KPIs to assess service delivery efficiency and effectiveness.
• Identify and address service delivery issues or bottlenecks through continuous monitoring and analysis.
• Collaborate with delivery teams to create and implement action plans for service improvement.
• Utilise data analytics and performance metrics to analyse service effectiveness and efficiency.
• Engage with stakeholders to gather feedback on service quality and integrate insights into service evaluations.

• Bachelor degree in Business Administration or a related field as a minimum, Masters Degree is highly preferred.
• Professional certifications in program management, organisational design, or related areas.
• Extensive experience in service quality management and improvement within complex organisational settings such as a large holding group, or a shared services function.
• Experience in using data analytics to inform service improvement strategies.
• Expertise in service quality frameworks and performance measurement.
• Proficiency in Arabic would be highly advantageous.
• Excellent communication and stakeholder engagement skills.
• Overall of at least 5-7 years of work experience.
• Must be able to be based in Abu Dhabi.