Senior Specialist - Complaint Management at Qiddiya Investment Company

Riyadh, Riyadh Region, Saudi Arabia -

Full Time

Start Date

Immediate

Expiry Date

25 May, 26

Salary

0.0

Posted On

24 Feb, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Complaint Logging, Categorization, Documentation, Follow-up, Resolution Closure, Tracking, Coordination, Root-Cause Elimination, Guest Experience, Service Standards, SLA Tracking, Case Escalation, Service Recovery, Reporting, Data Quality, Audit Readiness

Industry

Entertainment Providers

Description

Join Qiddiya Investment Company as a Senior Specialist in Complaint Management, Execute full complaint-handling workflows, ensuring timely logging, categorization, follow-up, and resolution closure in alignment with service standards. Deliver structured tracking, documentation accuracy, coordination with concerned parties, and insights extraction to support root-cause elimination, protect guest experience, and reinforce operational reliability across all Guest Services Center channels. Responsibilities Complaint Logging, Categorization & Documentation • Execute structured complaint logging to capture accurate details, categories, and context ensuring full traceability and audit readiness. • Maintain complaint records, attachments, and timestamps to uphold data quality and support resolution accountability. • Validate complaint completeness against intake rules to avoid processing delays and misclassification. • Track recurring classification patterns to flag systemic or cross-functional experience failures. Resolution Follow-up, Tracking & Closure • Implement follow-up cycles with concerned parties to maintain momentum on resolution actions and protect guest satisfaction. • Track resolution progress through defined SLAs to detect delays impacting service credibility. • Validate closure evidence, notes, and corrective actions before confirming final complaint completion. • Maintain closure logs and reporting inputs to strengthen transparency and recurrence-prevention reviews. Cross-Functional Case Coordination • Coordinate case escalation to specialized teams (e.g., Digital, Operations, Venue Leadership, QA) when issues exceed standard handling. • Track dependency delays to surface root causes and ensure resolution pathways remain active. • Deliver feedback to knowledge management teams on common inquiry gaps requiring content updates. • Validate service-recovery gestures and communications for appropriateness and alignment with guest-care standards. Insights, Reporting & Root-Cause Support • Track complaint trends, themes, and repeated failure points to highlight improvement opportunities for leadership. • Produce case-analysis inputs that support root-cause identification and corrective-action planning. • Validate analytical summaries used for dashboards to ensure accuracy, integrity, and alignment with defined indicators. • Execute reporting cycles that reinforce transparency, performance monitoring, and improvement-tracking cadence. Bachelor’s degree in Business Administration, Customer Service Management, or a related field. Certifications: • Six Sigma basic belt, CX certifications, or equivalent preferred. Years of Relevant Experience: • 3+ years, preferably with majority in analytical and documentation skills. Nature of Experience: • Experience in customer-care operations, complaint handling, service recovery, or contact-center quality functions preferred. Experience working in a related area in a leading professional‑services firm, or customer service operations/contact center operations preferred Comprehensive benefits package

Responsibilities

The Senior Specialist will execute full complaint-handling workflows, including logging, categorization, follow-up, and resolution closure, ensuring alignment with service standards. This role involves cross-functional coordination, tracking progress against SLAs, and validating closure evidence for accountability.