Senior Quality Control Officer

About the role

The Senior Quality Control Officer will lead the design, execution, and continuous improvement of quality assurance processes across our service operations. You will work closely with frontline teams to ensure standards are met, audits are performed consistently, and corrective actions are effectively implemented.

Key responsibilities

• Plan, conduct, and report on regular quality audits of service delivery and staff performance.
• Develop, update, and enforce Standard Operating Procedures (SOPs) to maintain operational consistency.
• Design and maintain scorecards, evaluation frameworks, and KPI dashboards from scratch.
• Train, coach, and mentor frontline and field staff on quality standards and best practices.
• Perform root‑cause analysis of recurring service failures and lead corrective‑preventive action programs.
• Investigate customer complaints, manage escalations, and analyse patterns for systemic improvement.

Required profile

• Hands‑on experience in quality audits, SOP development, staff evaluations, and training delivery.
• Strong analytical mindset with the ability to translate data into actionable recommendations.
• Exceptional attention to detail and high personal standards in documentation.
• Excellent written and verbal communication in English; Arabic is a plus.
• Self‑motivated, able to manage multiple priorities independently.

Required skills

• Microsoft Excel