Case Execution & Assessment Officers📣 Job Ad

About the Role

Applus+ is a global leader in testing, inspection, certification, and technical consultancy services, operating in over 65 countries. In Saudi Arabia, Applus+ supports major government, infrastructure, energy, industrial, environmental, and giga-project initiatives, focusing on enhancing safety, quality, regulatory compliance, and operational performance in alignment with the Kingdom's Vision 2030 objectives. We are seeking detail-oriented Case Execution & Assessment Officers to join our team in Riyadh. This role is essential for supporting customer experience and compliance assessment projects through meticulous execution of field visits, mystery shopping, digital channel evaluations, and customer interaction assessments. The successful candidate will conduct these assessments with professionalism, objectivity, and strict adherence to project guidelines.

Key Responsibilities

• Execute assigned assessment cases in strict accordance with established project methodologies and timelines.
• Conduct comprehensive field visits, branch assessments, customer service evaluations, and mystery shopping assignments.
• Perform assessments across various channels, including in-person visits, telephone interactions, websites, mobile applications, and other digital platforms.
• Follow approved assessment scenarios and evaluation criteria diligently during assignment execution.
• Collect, organize, and maintain all supporting evidence, documentation, and assessment records accurately.
• Document observations, findings, and customer experience outcomes with precision and clarity.
• Prepare and submit assessment reports that meet established quality and reporting standards within designated deadlines.
• Ensure strict compliance with all project requirements, confidentiality obligations, and operational procedures.
• Coordinate effectively with project teams regarding assignment status, any encountered challenges, and reporting requirements.
• Support quality assurance reviews by providing complete and accurate documentation for all assessments.

Qualifications and Requirements

• Bachelor's degree or Diploma in Business Administration, Marketing, Customer Service, Insurance, or a closely related field.
• Minimum of 1 year of proven experience in field assessments, mystery shopping, customer service evaluations, inspections, compliance reviews, or similar operational activities.
• Ability to conduct assessments objectively and accurately while strictly adhering to established procedures.
• Strong observation, documentation, and reporting skills.
• Good organizational skills and a keen attention to detail.
• Ability to manage multiple assignments concurrently and meet strict deadlines.
• Proficiency in Microsoft Office applications and digital reporting tools.

Skills and Competencies

• Observation and Attention to Detail
• Professionalism, Confidentiality, and Objectivity
• Documentation and Reporting
• Organizational Skills
• Proficiency in Microsoft Office and Digital Reporting Tools
• Understanding of Customer Experience and Mystery Shopping principles.
• Familiarity with Insurance, Compliance, Inspection, and Quality Assurance concepts is beneficial.
• Knowledge of Customer Service Standards and Assessment Methodologies is advantageous.

Work Environment and Additional Information

This is a full-time position based in Riyadh, Saudi Arabia. Previous experience in customer experience, mystery shopping, insurance, compliance, inspection, or quality assurance projects is preferred. Arabic and English communication skills are preferred. Experience working within the Saudi market is considered an advantage.