Quality Improvement Lead

ROLE PURPOSE Lead quality improvement, performance governance, service excellence, and process standardization across FM services in Wa'ad Al Shamal and Jalamid — improving service delivery, KPIs, user satisfaction, and the professionalism of the FM operating model. KEY RESPONSIBILITIES • Develop and implement a quality improvement framework for FM services across Maaden North. • Establish and report FM KPIs: response time, completion rates, inspections, complaints, and satisfaction. • Conduct quality audits, site inspections, and compliance checks across soft and hard services. • Analyze recurring failures and gaps; recommend corrective and preventive actions. • Standardize FM processes, checklists, reporting templates, escalation workflows, and action trackers. • Support contractor performance reviews, SLA reviews, and monthly service evaluation meetings. • Lead continuous improvement aligned with Maaden excellence, safety, and employee experience goals. • Prepare dashboards, scorecards, executive reports, and management review packs. • Bachelor degree in Quality Management, Engineering, Facility Management, or Business Administration. • 7–10 years in quality, operational excellence, FM governance, service improvement, or audits. • Experience in FM, industrial services, mining, utilities, or large multi-site operations preferred. • Strong knowledge of quality systems, audits, root-cause analysis, process improvement, and KPI governance. • Lean Six Sigma, ISO 9001, or auditing certification preferred; strong analytical capability. • Experience preparing dashboards, scorecards, executive presentations, and action tracking logs. • Ability to work with Arabic- and English-speaking stakeholders; English proficiency (IELTS 5.0 or equivalent).