Senior Specialist Business Intelligence📣 إعلان

منذ يوم واحد

	نوع العقد	دوام كامل
	طبيعة الوظيفة	بالموقع
	الموقع	الرياض

وصف الوظيفة

About the Role

Qiddiya Investment Company is seeking a Senior Specialist in Business Intelligence to join its team in Riyadh Province. This full-time position focuses on leveraging data to enhance the company's data-driven strategy and analytics capabilities, particularly within the Contact Center operations. The role is designed for individuals with 5-10 years of relevant experience who can transform complex data into actionable insights.

Role Overview and Purpose

The Senior Specialist - Business Intelligence will be instrumental in driving performance, improving service quality, and supporting strategic decision-making. This involves consolidating and analyzing data from various operational and guest-experience sources to provide meaningful insights to leadership and operational teams. The role ensures data accuracy, develops advanced dashboards, and monitors key performance indicators (KPIs).

Key Responsibilities

Consolidate and validate multi-source data including IVR/telephony, CRM, QA scorecards, surveys, social media, chat, email, WhatsApp, and app/web feedback.
Identify early warning signals related to sentiment, contact frequency, case escalations, and threshold breaches (*, CSAT dips, SLA misses).
Extract and validate required KPIs from approved systems, ensuring numerical integrity and adherence to reporting schedules and requirements.
Maintain unified data templates to ensure continuity and comparability in performance reporting.
Update dashboards with accurate performance metrics and ensure correct visual representation.
Prepare structured weekly and monthly summaries for operational and leadership reviews.
Maintain historical data libraries for continuity of analysis.
Link performance issues to root causes by analyzing complaints, QA findings, and operational KPIs.
Facilitate insight readouts with relevant stakeholders and capture recurring performance issues.
Provide data extracts supporting trend analysis and service improvement initiatives.
Maintain audit-ready evidence folders and support compliance with internal reporting standards and data governance.

Qualifications and Experience

Bachelor’s degree in business administration, Hospitality and Tourism Management, or a related discipline.
Required certifications: COPC training, ITIL, CX/Service Excellence, Lean Six Sigma Green Belt, and Business Intelligence Certificate.
Proficiency in Power BI.
Minimum of 4 years of relevant experience, with a significant portion in Performance Management.
Experience in performance reporting, data analysis, or service-operations monitoring is preferred.
Experience working in a related area within a leading professional-services firm, prestigious consulting firm, or the entertainment/real estate industry is preferred.