Associate Director - Quality and Performance Analysis

Job Description

The job holder will oversee the provision of services to clients by ensuring that a business can provide good customer service and continually assess the quality of its products and services. They will ensure that service delivery and support processes are on track for consistent, high-level client service in an effective and cost-efficient manner. Additionally, they will identify customer issues and needs by maintaining excellent relationships with end-users and stakeholders.

Responsibilities

1. Maintain high performance levels for service-related processes and implement improvement activities as needed.
2. Develop and implement comprehensive customer awareness strategies.
3. Initiate initiatives to enhance customer understanding of available services.
4. Implement feedback mechanisms to capture customer insights and address concerns promptly.
5. Conduct regular audits to ensure adherence to policies and procedures, providing feedback and recommendations for improvement.
6. Monitor and analyze customer service metrics to track performance and identify trends impacting service quality.
7. Develop and implement quality assurance frameworks to evaluate service delivery and standards adherence.
8. Foster a culture of continuous improvement and innovation through best practices, brainstorming, and training on emerging customer care technologies.
9. Establish and maintain effective relationships with stakeholders to align service quality with organizational goals.
10. Prepare regular reports on quality management activities and improvement initiatives for senior management.
11. Identify and manage risks related to service delivery, ensuring business continuity and mitigation plans are in place.
12. Collaborate with IT, digital, and product teams to integrate technology solutions that enhance service efficiency and satisfaction.
13. Manage relationships with third-party service providers to ensure adherence to service levels and customer satisfaction.
14. Establish, monitor, and report on KPIs for service delivery, linking quality efforts with customer impact.
15. Implement advanced customer feedback analysis mechanisms for real-time insights and service improvements.
16. Develop a Continuous Quality Improvement Plan with ongoing initiatives, owners, timelines, and outcomes.
17. Perform other duties as assigned by the line manager related to the work.
18. Ensure participation in the implementation, adherence, and enforcement of the SAMA Cybersecurity Framework and related policies to ensure compliance within departmental activities.

Qualifications

Preferred Qualifications

• A tertiary-level qualification from an internationally recognized institution.

Years & Nature of Experience

• Recommended 8 to 10 years of experience in Service Delivery.
• Experience leading technical or process teams, working effectively with stakeholders outside their function, and impacting team culture.
• Proven ability to link technical contributions to business impact.

Technical Competencies

• Quality Assurance
• Process Mapping
• Business Requirements Mapping

Behavioral Competencies

• Collaboration
• Communication
• Digital Fluency
• Teamwork
• Attention to Details