Senior Specialist Business Intelligence📣 Job Ad

About Qiddiya and the Role

Qiddiya is seeking a Senior Specialist Business Intelligence to join its team in Riyadh, Saudi Arabia. This full-time position is integral to enhancing the company's data-driven strategy and analytics capabilities, focusing specifically on the Contact Center operations.

Role Purpose and Impact

The Senior Specialist Business Intelligence is responsible for transforming multi-source operational and guest-experience data into meaningful insights. This role drives performance improvements, enhances service quality, and supports strategic decision-making across the Contact Center by ensuring data accuracy, developing advanced dashboards, and monitoring key performance indicators (KPIs).

Data Collection and 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 such as spikes in negative sentiment, repeat contacts, reopened cases, and escalation trends.
• Maintain alerting for threshold breaches, including 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.

Insights, Reporting, and Improvement Support

• Update dashboards with accurate performance metrics, ensuring correct visual representation and labeling.
• Prepare the Executive VOG (Voice of the Guest) Dashboard, including 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.
• Link complaints, QA findings, and operational KPIs to root causes (*, long AHT, policy ambiguity, defect-prone journeys, 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 and 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 and Experience

Candidates for this role should possess 5 to 10 years of relevant professional experience in Business Intelligence or a related analytical field.