Service Quality & Client Experience Specialist

Zad; Kuwait City; On-site; KWD 6,000 - 10,000; Full time

Job summary

ZAD in Kuwait City is seeking a Service Quality Specialist to monitor, audit, and improve service quality across its financial services activities. You will analyze feedback and performance data to drive corrective actions that enhance client satisfaction and reporting reliability.

The role requires 2–4 years in service quality or customer experience, a relevant Bachelor's degree, and fluency in English and Arabic; familiarity with QA frameworks is a plus.

Qualifications

• Bachelor's degree in a business/quality field is required.
• Two to four years in service quality or customer experience.
• Fluent in English and Arabic; strong communication skills.

Responsibilities

• Collect and analyze client feedback and satisfaction data.
• Identify service gaps and recommend corrective actions.
• Monitor adherence to service standards and procedures.
• Prepare periodic service quality reports for management.
• Support rollout of service improvement initiatives.
• Track resolution of client complaints and escalations.
• Maintain documentation of quality assessments.
• Coordinate with teams to embed quality best practices.
• Demonstrate analytical thinking, client focus, and problem solving.

Skills

Audit & QA

Data analysis

Reporting

Customer focus

Process improvement

Education

Bachelor's degree in Business Administration

Quality Management

Tools

Data analysis tools

Job description

ZAD in Kuwait City is seeking a Service Quality Specialist to monitor, audit, and improve service quality across its financial services activities. You will analyze feedback and performance data to drive corrective actions that enhance client satisfaction and reporting reliability.

The role requires 2–4 years in service quality or customer experience, a relevant Bachelor's degree, and fluency in English and Arabic; familiarity with QA frameworks is a plus.