Senior Specialist - Business Intelligence

Role Overview

Senior Specialist - Business Intelligence at Qiddiya Investment Company. This role transforms multi-source operational and guest-experience data into meaningful insights that drive performance, service-quality improvements, and strategic decision-making across the Contact Center.

Role Purpose

Ensure data accuracy, develop advanced dashboards, monitor key performance indicators (KPIs), and provide actionable analytics to leadership and operational teams to support data-driven strategy and enhance analytics capabilities.

Key Responsibilities

KPI Data Collection & Validation

• Consolidate multi-source data from IVR/telephony, CRM/case management, QA scorecards, post-call and digital surveys, social/complaints, chat, email, WhatsApp, and app/web feedback.
• Detect early warning signals including spikes in negative sentiment, repeat contacts, reopened cases, and escalation trends.
• Maintain alerting for threshold breaches such as CSAT dips, complaint surges, and SLA misses.
• Extract required KPIs from approved systems following designated schedules to maintain consistent reporting accuracy.
• Validate dataset completeness and formatting, ensuring numerical integrity and alignment with reporting requirements.
• Maintain unified data templates to support continuity, comparability, and repeatability of performance reporting.
• Flag errors, missing values, or anomalies to concerned stakeholders for timely resolution.

Dashboard Updating & Reporting

• Update dashboards with accurate performance metrics, ensuring correct visual representation and labeling.
• Maintain Executive VOG (Voice of the Guest) Dashboard containing CSAT/NPS/CES, trends, drivers, top issues, corrective actions recommendations and insights.
• Prepare structured weekly and monthly summaries to support operational and leadership reviews.
• Maintain historical data libraries, ensuring consistent archiving and access to past performance cycles to support continuity of analysis.
• Support enhancements to dashboard structures by collecting feedback and identifying usability needs.

Insights & Improvement Support

• Link complaints, QA findings, and operational KPIs to root causes such as long AHT, policy ambiguity, defect-prone journeys, and knowledge gaps.
• Facilitate insight readouts with QA, Operations, Training/Development, and Product/Policy owners.
• Capture recurring performance issues and categorize them appropriately within tracking logs.
• Provide data extracts supporting trend analysis and service-improvement assessments.
• Maintain productivity, adherence, and quality datasets required for operational decision-making.
• Highlight emerging patterns that may impact performance targets or frontline consistency.

Audit Readiness & Documentation

• Maintain audit-ready evidence folders, ensuring organized logs and complete supporting documentation.
• Prepare required KPI samples during audits or governance reviews.
• Validate integrity of archived datasets and ensure documentation traceability.
• Support compliance with internal reporting standards and data-governance expectations.

Qualifications & Experience

• Bachelor's degree in business administration, Hospitality and Tourism Management, or related discipline.
• 4+ years of relevant experience, preferably with majority in Performance Management.
• Experience in performance reporting, data analysis, or service-operations monitoring preferred.
• Experience working in a related area in a leading professional-services firm, prestigious consulting firm, or entertainment/real estate industry preferred.

Skills & Certifications

• COPC training required.
• ITIL certification required.
• CX/Service Excellence certification or equivalent required.
• Lean Six Sigma Green Belt.
• Business Intelligence Certificate.
• Power BI.

Additional Information

• Comprehensive benefits package.