Senior Specialist - Business Intelligence

About the Role

Qiddiya Investment Company seeks an experienced Senior Specialist in Business Intelligence to advance their analytics capabilities and support data-driven strategies. This position focuses on converting diverse operational and customer experience data from multiple channels into actionable insights that enhance performance, improve service quality, and inform strategic decisions within the Contact Center.

Key Responsibilities

• Gather and verify KPI data from various sources including IVR, telephony systems, CRM/case management, QA scorecards, surveys, social media, complaints, chat, email, WhatsApp, and app/web feedback.
• Identify early signals of issues such as spikes in negative sentiment, repeated customer contacts, reopened cases, and escalation trends.
• Monitor and alert on breaches of key thresholds like CSAT drops, complaint surges, and SLA misses.
• Extract required KPIs consistently from authorized systems following set schedules to guarantee reporting accuracy.
• Ensure that data sets are complete, correctly formatted, numerically valid, and compliant with reporting standards.
• Develop and maintain unified data templates for consistent and comparable performance reporting.
• Report errors or anomalies to relevant stakeholders promptly for resolution.
• Update and maintain dashboards with precise performance metrics, correct visualizations, and proper labels, including the Executive Voice of the Guest Dashboard presenting CSAT, NPS, CES, trends, root causes, and recommended actions.
• Generate structured weekly and monthly reports to facilitate operational and leadership reviews.
• Archive historical data accurately to support longitudinal analyses.
• Collaborate with teams to improve dashboards based on feedback and usability requirements.
• Correlate complaints, QA results, and operational KPIs to identify root causes such as long Average Handling Times, unclear policies, flawed processes, or knowledge gaps.
• Lead insight presentations to QA, Operations, Training, Development, and Product/Policy teams.
• Track and categorize recurring performance problems in logging systems.
• Provide data extracts to analyze trends and assess service improvements.
• Maintain datasets for productivity, adherence, and quality to support operational decisions.
• Highlight emerging trends that may affect performance targets or frontline consistency.
• Ensure audit readiness by maintaining organized evidence folders, supporting documentation, and verifying data integrity.
• Generate KPI samples for audits or governance reviews and uphold compliance with internal reporting and data governance standards.

Qualifications and Experience

• Bachelor's degree in Business Administration, Hospitality and Tourism Management, or a related field is mandatory.
• Required certifications include COPC training, ITIL, CX/Service Excellence, Lean Six Sigma Green Belt, and Business Intelligence certification.
• Proficiency with Power BI for data visualization and reporting.
• At least 4 years of relevant experience, primarily in Performance Management, service operations monitoring, data analysis, or performance reporting.
• Experience in professional services, consulting, entertainment, or real estate industries is highly desirable.

Additional Information

The position offers a comprehensive benefits package to complement the role’s responsibilities and qualifications.