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senior specialist complaint management

Qiddiya | القدية

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

Senior Specialist - Complaint Management

Qiddiya Investment Company

<div>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<ul><li>
Complaint Logging, Categorization &amp; Documentation</li><li><ul><li>Execute structured complaint logging to capture accurate details, categories, and context ensuring full traceability and audit readiness.</li><li>Maintain complaint records, attachments, and timestamps to uphold data quality and support resolution accountability.</li><li>Validate complaint completeness against intake rules to avoid processing delays and misclassification.</li><li>Track recurring classification patterns to flag systemic or cross-functional experience failures.</li></ul></li><li>
Resolution Follow-up, Tracking &amp; Closure</li><li><ul><li>Implement follow-up cycles with concerned parties to maintain momentum on resolution actions and protect guest satisfaction.</li><li>Track resolution progress through defined SLAs to detect delays impacting service credibility.</li><li>Validate closure evidence, notes, and corrective actions before confirming final complaint completion.</li><li>Maintain closure logs and reporting inputs to strengthen transparency and recurrence-prevention reviews.</li></ul></li><li>
Cross-Functional Case Coordination</li><li><ul><li>Coordinate case escalation to specialized teams (e.g., Digital, Operations, Venue Leadership, QA) when issues exceed standard handling.</li><li>Track dependency delays to surface root causes and ensure resolution pathways remain active.</li><li>Deliver feedback to knowledge management teams on common inquiry gaps requiring content updates.</li><li>Validate service-recovery gestures and communications for appropriateness and alignment with guest-care standards.</li></ul></li><li>
Insights, Reporting &amp; Root-Cause Support</li><li><ul><li>Track complaint trends, themes, and repeated failure points to highlight improvement opportunities for leadership.</li><li>Produce case-analysis inputs that support root-cause identification and corrective-action planning.</li><li>Validate analytical summaries used for dashboards to ensure accuracy, integrity, and alignment with defined indicators.</li><li>Execute reporting cycles that reinforce transparency, performance monitoring, and improvement-tracking cadence.</li></ul></li></ul> 

Requirements 
<ul><li>
Bachelor&rsquo;s degree in Business Administration, Customer Service Management, or a related field.</li><li>
Certifications:
</li><li><ul><li>Six Sigma basic belt, CX certifications, or equivalent preferred.</li></ul></li><li>
Years of Relevant Experience:
</li><li><ul><li>3+ years, preferably with majority in analytical and documentation skills.</li></ul></li><li>
Nature of Experience:
</li><li><ul><li>Experience in customer-care operations, complaint handling, service recovery, or contact-center quality functions preferred.</li></ul></li><li>
Experience working in a related area in a leading professional‑services firm, or customer service operations/contact center operations preferred</li></ul> 

Benefits 
Comprehensive benefits package</div>

<div>Qiddiya Investment Company is on the lookout for a dynamic Senior Specialist in Business Intelligence to enhance our data-driven strategy and analytics capabilities. The Senior Business Intelligence Specialist is responsible for transforming multi‑source operational and guest‑experience data into meaningful insights that drive performance, service-quality improvements, and strategic decision‑making across the Contact Center. This role ensures data accuracy, develops advanced dashboards, monitors key performance indicators (KPIs), and provides actionable analytics to leadership and operational teams.
Key Responsibilities<ul><li>
KPI Data Collection &amp; Validation</li><li><ul><li>Consolidate multi-source data: IVR/telephony, CRM/case management, QA scorecards, post-call and digital surveys, social/complaints, chat, email, WhatsApp, app/web feedback.</li><li>Detect early warning signals (spikes in negative sentiment, repeat contacts, reopened cases, escalation trends).</li><li>Maintain alerting for threshold breaches (CSAT dips, complaint surges, SLA misses).</li><li></li><li>Extract required KPIs from approved systems following designated schedules to maintain consistent reporting accuracy.</li><li>Validate dataset completeness and formatting, ensuring numerical integrity and alignment with reporting requirements.</li><li>Maintain unified data templates to support continuity, comparability, and repeatability of performance reporting.</li><li>Flag errors, missing values, or anomalies to concerned stakeholders for timely resolution.</li></ul></li><li>
Dashboard Updating &amp; Reporting</li><li><ul><li>Update dashboards with accurate performance metrics, ensuring correct visual representation and labeling</li><li>Executive VOG (Voice of the Guest) Dashboard (CSAT/NPS/CES, trends, drivers, top issues, corrective actions recommendations and Insights).</li><li>Prepare structured weekly and monthly summaries to support operational and leadership reviews.</li><li>Maintain historical data libraries, ensuring consistent archiving and access to past performance cycles to support continuity of analysis.</li><li>Support enhancements to dashboard structures by collecting feedback and identifying usability needs.</li></ul></li><li>
Insights &amp; Improvement Support</li><li><ul><li>Link complaints + QA findings + operational KPIs to root causes (e.g., long AHT, policy ambiguity, defect-prone journeys, knowledge gaps).</li><li>Facilitate insight readouts with QA, Operations, Training/Development, and Product/Policy owners.</li><li>Capture recurring performance issues and categorize them appropriately within tracking logs.</li><li>Provide data extracts supporting trend analysis and service-improvement assessments.</li><li>Maintain productivity, adherence, and quality datasets required for operational decision-making.</li><li>Highlight emerging patterns that may impact performance targets or frontline consistency.</li></ul></li><li>
Audit Readiness &amp; Documentation</li><li><ul><li>Maintain audit-ready evidence folders, ensuring organized logs and complete supporting documentation.</li><li>Prepare required KPI samples during audits or governance reviews.</li><li>Validate integrity of archived datasets and ensure documentation traceability.</li><li>Support compliance with internal reporting standards and data-governance expectations.</li></ul></li></ul> 

Requirements 
<ul><li>
Minimum qualification:
</li><li><ul><li>Bachelor&rsquo;s degree in business administration, Hospitality and Tourism Management, or related discipline required.</li></ul></li><li>
Certifications:
</li><li><ul><li>COPC training, ITIL, CX/Service Excellence certifications or equivalent required</li><li>Lean Six Sigma Green Belt</li><li>Business Intelligence Certificate</li><li>Power BI.</li></ul></li><li>
Years of Relevant Experience:
</li><li><ul><li>4+ years, preferably with majority in Performance Management
</li></ul></li><li>Nature of Experience:
</li><li><ul><li>Experience in performance reporting, data analysis, or service-operations monitoring preferred.</li><li>Experience working in a related area in a leading professional-services firm, prestigious consulting firm or entertainment/real estate industry preferred. 
</li></ul></li></ul> 
 
Benefits 
Comprehensive benefits package</div>

Senior Specialist - Business Intelligence

Gulf Union Al Ahlia

<div>
 
 
 Job Summary
 
 
 
 The Customer Experience Specialist will support the design, measurement, and improvement of customer journeys and service quality across all customer touchpoints. The role will analyze customer feedback and performance metrics, identify pain points, and drive corrective actions with internal stakeholders to enhance customer satisfaction and loyalty.
 
 
 
 Key Responsibilities
 
 
 <ul>
 <li>
 Monitor and analyze CX performance (NPS, CSAT, CES, complaints trends) and produce periodic reports.
 </li>
 <li>
 Manage Voice of Customer (VoC) inputs from all channels and translate insights into improvement actions.
 </li>
 <li>
 Support customer journey mapping, identify pain points, and recommend process and service enhancements.
 </li>
 <li>
 Coordinate complaint and escalation root-cause analysis and follow up on corrective and preventive actions.
 </li>
 <li>
 Partner with Operations, Claims, Underwriting, Sales, IT, and Digital teams to implement CX initiatives.
 </li>
 <li>
 Support service quality audits and ensure adherence to CX standards and service procedures.
 </li>
 <li>
 Contribute to customer communications, FAQs, and knowledge content to reduce repeat contacts.
 </li>
 <li>
 Track improvement plans, maintain action logs, and ensure timely closure with evidence.
 </li>
 <li>
 Support CX governance activities (workshops, minutes, action items, and status updates).
 </li>
 </ul>
 
 
 
 
 
 Qualifications
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree in Business, Marketing, Customer Experience, Industrial Engineering, or related field.
 </li>
 <li>
 2&ndash;5 years of relevant experience in Customer Experience, Service Quality, Customer Care, or Customer Success.
 </li>
 <li>
 Strong understanding of CX measurements and frameworks (NPS, CSAT, CES, VoC).
 </li>
 <li>
 Strong analytical and reporting skills; ability to convert data into actionable recommendations.
 </li>
 <li>
 Excellent communication and stakeholder management skills.
 </li>
 <li>
 Proficiency in MS Office (Excel, PowerPoint); Power BI is a plus.
 </li>
 <li>
 Arabic fluency; English professional proficiency.
 </li>
 <li>
 Experience in insurance or regulated service industries is preferred.
 </li>
 </ul>
 
 
 
 
 
 Success Measures (KPIs)
 
 
 <ul>
 <li>
 Improvement in NPS/CSAT/CES within assigned scope.
 </li>
 <li>
 Reduction in repeated complaints and escalation recurrence.
 </li>
 <li>
 Closure rate and timeliness of CX action items.
 </li>
 <li>
 Quality and consistency of CX reporting and insights.
 </li>
 <li>
 Measurable improvement in key customer journey pain points.
 </li>
 </ul>
 
 
</div>

Customer Experience Specialist

MA'ADEN

<div>Role Summary
The role supports the innovation portfolio by progressing prioritized opportunities from concept to pilot readiness and scale-up. Reporting to the Innovation Portfolio Director, the role partners closely with the Senior Specialist for Scouting &amp; Open Innovation to translate external ecosystem insights into qualified use cases and works in parallel with the Senior Specialist for Opportunities &amp; Market Competitiveness to ensure alignment with business priorities, value drivers, and competitive positioning. 
Key Responsibilities
Manage assigned opportunities through the portfolio stage-gate (qualification concept business case pilot<ul><li> scale recommendation).
</li><li>Translate scouting insights into structured use cases: define problem statements, hypotheses, stakeholders, and value drivers.
</li><li>Conduct market and technology research, benchmarking, and vendor/startup engagement in coordination with the Senior Specialist (Scouting &amp; Open Innovation).
</li><li>Develop business cases including ROI, risks, dependencies, resourcing, and implementation roadmap.
</li><li>Design and manage PoCs/pilots: scope, success criteria, KPIs, data plan, and governance.
</li><li>Coordinate cross-functional execution with BUs, Technology Enablement, Finance, Procurement, Legal, and HSSE.
</li><li>Prepare executive-ready materials (portfolio updates, decision memos, and presentations) for the Innovation Portfolio Director and governance forums.
</li><li>Track benefits realization, capture lessons learned, and support change management and adoption post-implementation.
</li><li>Partner with technology and business units (Aluminum, Phosphate, Gold) to embed validated innovations into Maaden&rsquo;s technology and operational landscape
</li><li>Develop mechanisms for tracking performance, adoption, and realized business value across the innovation portfolio
</li></ul><div></div><div>Core Competencies
</div><ul><li>Innovation management and portfolio governance
</li><li>Partnership development and stakeholder engagement
</li><li>Technology scouting and R&amp;D collaboration
</li><li>Program management and pilot-to-scale execution
</li><li>Strategic communication and influence
</li></ul>Qualification
<ul><li>Bachelor&rsquo;s or Master&rsquo;s in Engineering, Business, or Innovation Management (advanced degree preferred)
</li><li>8+ years&rsquo; experience managing innovation portfolios within large-scale industrial or digital environments
</li><li>Proven success in translating pilots into scaled, production-ready solutions with measurable outcomes
</li><li>Strong network across industry, startups, academia, and R&amp;D ecosystems
</li><li>Ability to link emerging technologies with Maaden&rsquo;s strategic and operational priorities</li></ul></div>

Principal Specialist, Innovation Portfolio

EBSCO Information Services

<div>
 سس عسل أبو نايف في عام 1993، مستلهمًا من خبرة والده التي تمتد لأكثر من أربعين عامًا في عالم النحل, منذ ذلك الحين، ونحن ملتزمون بتقديم عسل طبيعي يعكس عبق الطبيعة وجودة لا تضاهى.
 
 Job Title: Senior Digital Marketing Specialist
 
 
 &nbsp;Company: Asal Abu Nayef Honey
 
 
 &nbsp;Location: Riyadh
 
 
 &nbsp;Job Type: Full-time
 
 
 About Us:
 
 
 
 
 
 &nbsp;Asal Abu Nayef is a leading honey production company known for its quality and innovative products. We are expanding our digital presence and looking for a skilled Senior Digital Marketing Specialist to drive impactful results.
 
 
 Job Summary:
 
 
 
 
 
 &nbsp;We are seeking a Senior Digital Marketing Specialist to develop and implement digital marketing strategies, manage campaigns, enhance brand awareness, and drive growth across digital channels, with a focus on leveraging AI tools for optimization.
 
 
 Key Responsibilities:
 
 
 
 
 
 Digital Strategy: Develop and execute marketing strategies aligned with company goals.
 
 
 Campaign Management: Manage and optimize campaigns across Google Ads, Facebook, Instagram, etc.
 
 
 AI Integration: Utilize AI tools for performance analysis and campaign automation.
 
 
 SEO/SEM: Optimize website ranking and increase organic traffic.
 
 
 Social Media: Create content plans to engage audiences and grow communities.
 
 
 Performance Analysis: Use analytics tools to monitor campaign performance and provide actionable insights.
 
 
 Email Marketing: Create campaigns to nurture leads and engage customers.
 
 
 Market Research: Stay updated on digital trends and best practices.
 
 
 Qualifications and Skills:
 
 
 
 
 
 Experience: 5+ years in digital marketing with proven success.
 
 
 Technical Skills: Expertise in Google Ads, Meta Ads, Google Analytics, and AI marketing tools.
 
 
 SEO/SEM: Strong understanding of SEO and SEM.
 
 
 Creativity: Ability to generate innovative ideas for brand growth.
 
 
 Communication: Strong verbal and written communication skills.
 
 
 Data-Driven: Analytical mindset for data-informed decision-making.
 
 
 Education: Bachelor's degree in Marketing, Business, or related field.
 
 
 What We Offer:
 
 
 
 
 
 Competitive salary and performance-based incentives
 
 
 Collaborative and innovative work environment
 
 
 Opportunities for professional growth
 
 
 How to Apply:
 
 
 
 
 
 &nbsp;If you're passionate about digital marketing and AI, apply via LinkedIn.
 
</div>

Senior Digital Marketing Specialist

<div><div>Airfreight Team Leader</div> 
Would you like to be part of the most international company in the world? A company operating in more than 220 countries worldwide and has been pioneering cross-border express shipping since 1969. Would you like to be part of a business that connects people across the globe and want to make a difference? Then waste no time and join our amazing team at DHL Group. DHL Global Forwarding, Freight (DGFF) is the Group's air, ocean, and road freight specialist. We offer standardized transport as well as highly specialized end-to-end solutions to customers in a wide range of industries globally.
Who ever said &lsquo;&lsquo;the sky is the limit&rsquo;&rsquo; never spoke to you! Because for you it&rsquo;s the beginning. DHL Global Forwarding has an opening for an Airfreight Team Leader in Riyadh, Saudi Arabia.
Join us in connecting people and improving lives!
In this Airfreight Team Leader position
<ul><li>Coordinate implementation of airfreight operations strategy and plans in line with business strategy and requirements, global guidelines and policies</li>
<li>Coach, guide and ensure teams are trained for execution of day-to-day tasks and activities and meet work schedules and targets at a department/ small unit with multiple teams' level</li>
<li>Identify and resolve recurring issues, and suggest modifications to airfreight operations work methods focusing on increasing effectiveness and efficiency</li>
<li>Contribute to processes and design systems to enhance service quality and alignment with company&rsquo;s direction and long-term goals</li>
<li>Identify performance issues of suppliers, and propose solutions to improve performance</li>
<li>May use Industry sector or logistics specialist expertise in their day-to-day work</li>
<li>Participate to develop, maintain and achieve airfreight operations productivity and profitability targets</li>
<li>Ensure that correct costs and revenues are captured by the team against customer&rsquo;s profile and react to related excess profit/loss</li>
<li>Support team to deliver excellent quality and to resolve quality related issues</li>
<li>Manage team to ensure shipments are transported in line with the customer service commitment,</li>
<li>Responsible for team shipment data quality</li>
<li>Implement necessary regulatory compliance procedures are followed relating to commodity and locations</li>
<li>Support new business during hypercare phases</li>
<li>Answer queries, prepare information for customer visits and participate in customer visits relating to operational topics</li>
<li>Supervise tasks and activities while meeting resource management and productivity guidelines for the day-to-day operations</li>
<li>Escalation point for existing clients and ensure a desired level of customer retention</li>
<li>Identify opportunities to expand business with clients</li>
<li>Continuously improve in-house customer interaction focused on proactive shipment information incident/complaint management, ad hoc pricing, and claims</li>
<li>Use available tools to proactively monitor and improve performance</li>
<li>Conduct regular dialogues with team to review quality and performance levels vs targets</li>
<li>Ensure customer invoice timeliness and accuracy</li>
<li>Investigate/support complex invoice disputes</li></ul> 
Now, here is what we need from you!
<div><div><div><div>Education Level 
</div></div> 
<div><div>Bachelor&rsquo;s Degree or equivalent experience/qualification 
</div></div> 
<div><div>Experience Level 
</div></div> 
<div><div>more than 5 years
</div></div> 
</div></div>We offer:
<ul><li>Opportunities in a global company where you can contribute your ideas and skills to move towards our shared goals.</li>
<li>Possible further career development</li>
<li>Competitive salary</li>
</ul>Why join DHL Global Forwarding?
We are part of Deutsche Post DHL, the world&rsquo;s leading logistics provider with operations in over 220 countries. Visit our career site on the web at https://www.logistics.dhl/us-en/home/careers.html
Our TOP EMPLOYER prestigious certification attests to our best-in-class efforts to attract and retain talent by fostering a positive work environment and encouraging personal and professional development among employees. The development of talented women in our organization will be a focus for us and an important part of our DGF Strategy 2025.
We aspire to become the undisputed leader in our industry, when people think of forwarding; we want them to think DGF because we have: 
<ul><li>The largest global network with more than ~30,000 passionate employees</li>
<li>The most efficient processes and fastest response times</li>
<li>The best solutions and best customer service</li></ul> 
Our Vision: The Logistics Company for the World.
Our Mission: Excellence. Simply Delivered.
Our Purpose: Connecting People, improving lives.
Our Values: Respect &amp; Results
Our Goals: Employer, Provider, and Investment of Choice, Living Responsibility
DHL Global Forwarding is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.</div>

Airfreight Team Leader

Explore 1419+ Senior specialist complaint management in Riyadh this March. Find roles across top companies and apply now to boost your career.

1419 senior specialist complaint management jobs In Riyadh

Senior Specialist - Complaint Management

Senior Specialist - Complaint Management

Senior Specialist - Business Intelligence

Customer Experience Specialist

Principal Specialist, Innovation Portfolio

Senior Digital Marketing Specialist

Airfreight Team Leader