Quality Improvement Lead

ROLE PURPOSE

Lead quality improvement, performance governance, service excellence, and process standardization across FM services in Wa'ad Al Shamal and Jalamid — improving service delivery, KPIs, user satisfaction, and the professionalism of the FM operating model.

KEY RESPONSIBILITIES

• Develop and implement a quality improvement framework for FM services across Maaden North.

• Establish and report FM KPIs: response time, completion rates, inspections, complaints, and satisfaction.

• Conduct quality audits, site inspections, and compliance checks across soft and hard services.

• Analyze recurring failures and gaps; recommend corrective and preventive actions.

• Standardize FM processes, checklists, reporting templates, escalation workflows, and action trackers.

• Support contractor performance reviews, SLA reviews, and monthly service evaluation meetings.

• Lead continuous improvement aligned with Maaden excellence, safety, and employee experience goals.

• Prepare dashboards, scorecards, executive reports, and management review packs.

• Bachelor degree in Quality Management, Engineering, Facility Management, or Business Administration.

• 7–10 years in quality, operational excellence, FM governance, service improvement, or audits.

• Experience in FM, industrial services, mining, utilities, or large multi-site operations preferred.

• Strong knowledge of quality systems, audits, root-cause analysis, process improvement, and KPI governance.

• Lean Six Sigma, ISO 9001, or auditing certification preferred; strong analytical capability.

• Experience preparing dashboards, scorecards, executive presentations, and action tracking logs.

• Ability to work with Arabic- and English-speaking stakeholders; English proficiency (IELTS 5.0 or equivalent).