Service Quality Specialist

About the role

The Service Quality Specialist monitors and evaluates the quality of services delivered across ZAD, conducting audits, gathering client feedback and analyzing performance data to identify gaps and improvement opportunities.

Key responsibilities

• Conduct regular service quality audits across departments.
• Collect and analyze client feedback and satisfaction data.
• Identify service gaps and recommend corrective actions.
• Monitor adherence to established service standards and procedures.
• Prepare periodic service quality reports for management.
• Support the rollout of service improvement initiatives.
• Track resolution of client complaints and escalations.
• Maintain accurate documentation of quality assessments.
• Coordinate with teams to embed quality best practices.

Required profile

• Bachelor's degree in Business Administration, Quality Management or a related field.
• Two to four years of experience in service quality or customer experience.
• Strong command of English and Arabic.
• Understanding of financial services is an advantage.
• Quality management certification is a plus.

Required skills

• Proficiency in data analysis and reporting tools.
• Familiarity with quality assurance frameworks.