Service Quality & Process Improvement Specialist

Black & Grey HR; United Arab Emirates; On-site; AED 134,000 - 201,000; Full time

Job summary

BG Global, in Dubai, United Arab Emirates, is seeking a Service Quality Controller to ensure consistent service standards and drive process improvements. The role involves monitoring service activities, auditing quality, analyzing KPIs, and resolving customer concerns.

The ideal candidate has 2–5 years in service quality or QA, strong analytical and communication skills, and a customer-focused mindset. A Six Sigma certification is a plus and experience with SOPs and SLAs is beneficial.

Qualifications

• 2–5 years of experience in service quality, QA, or operations.
• Strong analytical, reporting, and problem-solving skills.
• Customer-focused with good coordination and communication abilities.
• Bachelor’s degree in Business, Operations, or a related field.
• Quality/Six Sigma certification is a plus.

Responsibilities

• Monitor daily service activities to ensure compliance with quality standards, SOPs, and SLAs.
• Conduct service quality audits and analyse KPIs and customer feedback.
• Identify gaps and implement corrective and preventive actions.
• Prepare concise quality reports for management review.
• Handle service-related customer concerns and ensure timely resolution.
• Work closely with operations and customer support teams to support continuous improvement and compliance.

Skills

Analytical skills

Reporting

Problem solving

Customer focus

Communication

Education

Bachelor's degree in Business/Operations

Tools

Excel

QA software

Job description

BG Global, in Dubai, United Arab Emirates, is seeking a Service Quality Controller to ensure consistent service standards and drive process improvements. The role involves monitoring service activities, auditing quality, analyzing KPIs, and resolving customer concerns.

The ideal candidate has 2–5 years in service quality or QA, strong analytical and communication skills, and a customer-focused mindset. A Six Sigma certification is a plus and experience with SOPs and SLAs is beneficial.