Senior Specialist - Complaint Management

Qiddiya Investment Company

Responsibilities

• 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