Senior Specialist - Complaint Management

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.

• 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