Service Quality 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 is the brainchild of a group of young, passionate Kuwaiti financial professionals driven by a vision of fostering a culture of investment in Kuwait. And for this team, ZAD began as a means to answer a need in the market: the need to make investment an accessible concept and viable choice for a broader audience.

Job Description

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.

The role owns the accuracy and reliability of service quality reporting and supports the implementation of corrective actions that raise overall client satisfaction.

Responsibilities

• 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.
• Analytical thinking
• Client focus
• Effective communication
• Problem solving
• Process orientation
• Data interpretation

Hiring Criteria

• 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.
• Proficiency in data analysis and reporting tools.
• Familiarity with quality assurance frameworks.
• Understanding of financial services is an advantage.
• Quality management certification is a plus