Quality Improvement Lead
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Key skills for this role
About the Role
Lead quality improvement and performance governance in facility management, focusing on service excellence, operational excellence, and KPI reporting.
Key Skills for This Role
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.
Requirements
- Experience in quality improvement, performance governance, or service excellence in FM or similar environment
- Knowledge of KPI development and reporting
- Experience conducting quality audits and compliance checks
- Strong analytical and problem solving skills
Full Job Posting
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.
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