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.ResponsibilitiesComplaint Logging, Categorization & DocumentationExecute structured complaint logging to capture accurate details, categories, and context ensuring full traceability and audit readinessMaintain complaint records, attachments, and timestamps to uphold data quality and support resolution accountabilityValidate complaint completeness against intake rules to avoid processing delays and misclassificationTrack recurring classification patterns to flag systemic or cross‑functional experience failuresResolution Follow‑up, Tracking & ClosureImplement follow‑up cycles with concerned parties to maintain momentum on resolution actions and protect guest satisfactionTrack resolution progress through defined SLAs to detect delays impacting service credibilityValidate closure evidence, notes, and corrective actions before confirming final complaint completionMaintain closure logs and reporting inputs to strengthen transparency and recurrence‑prevention reviewsCross‑Functional Case CoordinationCoordinate case escalation to specialized teams (e.g., Digital, Operations, Venue Leadership, QA) when issues exceed standard handlingTrack dependency delays to surface root causes and ensure resolution pathways remain activeDeliver feedback to knowledge management teams on common inquiry gaps requiring content updatesValidate service‑recovery gestures and communications for appropriateness and alignment with guest‑care standardsInsights, Reporting & Root‑Cause SupportTrack complaint trends, themes, and repeated failure points to highlight improvement opportunities for leadershipProduce case‑analysis inputs that support root‑cause identification and corrective‑action planningValidate analytical summaries used for dashboards to ensure accuracy, integrity, and alignment with defined indicatorsExecute reporting cycles that reinforce transparency, performance monitoring, and improvement‑tracking cadenceRequirementsBachelor's degree in Business Administration, Customer Service Management, or a related fieldCertifications: Six Sigma basic belt, CX certifications, or equivalent preferredYears of Relevant Experience: 3+ years, preferably with majority in analytical and documentation skillsNature of Experience: Experience in customer‑care operations, complaint handling, service recovery, or contact‑center quality functions preferredExperience working in a related area in a leading professional‑services firm, or customer service operations/contact center operations preferredBenefitsComprehensive benefits package#J-18808-Ljbffr