Manager - Quality Management (DEL5)

Location

Qiddiya Workers Villages, Riyadh, Saudi Arabia

Position Summary

The Manager – Quality Management leads the quality governance framework for Qiddiya Workers Villages, ensuring service standards, SOP compliance, audits, non-conformance management, and continuous improvement across all operational departments and service providers. The role drives a culture of measurable quality, documentation discipline, and resident-focused service excellence.

Key Purpose of the Role

To ensure consistent service quality and compliance through an integrated quality management system, audits, corrective actions, and continuous improvement.

Key Responsibilities

• Develop and maintain the Workers Villages quality management framework, including standards, SOP governance, and audit schedules.
• Conduct quality audits and inspections across Residential Services, Facilities Management, Security, and other functions.
• Manage non-conformance reporting, root cause analysis, and corrective/preventive actions (CAPA) tracking.
• Define service quality KPIs and support departments in performance improvement planning.
• Maintain documentation control, versioning, and audit-ready records for governance frameworks and SOPs.
• Lead continuous improvement initiatives and lessons-learned processes.
• Support client and third-party audits, ensuring timely responses and closure evidence.

Key Deliverables & Accountabilities

• Approved quality management framework and audit plan.
• Completed audits/inspections with documented findings and CAPA closure evidence.
• Standardized SOP governance and documentation control system.
• Quality KPI dashboards and improvement action plans.
• Audit-ready compliance and quality records.

KPIs / Performance Metrics

• Quality audit score and improvement trend.
• CAPA closure rate within target timelines.
• Reduction in repeat non-conformities.
• Service standard compliance rate across departments.
• Stakeholder satisfaction with quality governance and support.

Required Qualifications & Certifications

• Bachelor’s degree in a relevant field (Hospitality Management, Facilities Management, Business Administration, Engineering, Supply Chain, or related).
• Professional certifications relevant to the role are preferred (e.g., PMP/PRINCE2, NEBOSH/IOSH, ISO Lead Auditor, IFMA, CIPS, etc.).

Experience Requirements

• Minimum 6 years of experience in quality management, compliance, or operational assurance in large-scale operations.
• At least 3 years in a managerial role implementing quality systems and audits.
• Experience with ISO-based approaches and structured CAPA management is preferred.

Technical & Professional Competencies

• Quality management systems and audit methodologies.
• SOP governance, documentation control, and compliance tracking.
• CAPA, root cause analysis, and improvement program leadership.
• KPI frameworks and quality performance reporting.
• Stakeholder and audit management.

Behavioral Competencies

• Leadership and accountability.
• Stakeholder engagement and collaboration.
• Decision-making under pressure.
• Integrity and professionalism.
• Continuous improvement mindset.

Authority & Decision-Making Limits

• Issue non-conformance reports and require corrective actions from departments/service providers.
• Escalate critical quality risks or repeated failures to leadership.
• Recommend changes to standards, SOPs, and governance routines.

Interfaces

Internal: Director – Workers Villages, all department heads, PMO, HSE, Residential Services, Facilities Management, Security, Finance, and service provider managers.

External: Client assurance teams, auditors, regulators (as required), and external consultants.

Health, Safety & Compliance Obligations

• Ensure full compliance with Qiddiya HSE policies and Saudi regulatory requirements.
• Promote a safety-first culture across teams and service providers.
• Ensure staff and contractors adhere to safety and quality standards.