Senior Specialist - Business Intelligence
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Key skills for this role
About the Role
Qiddiya Investment Company seeks a Senior Business Intelligence Specialist to transform multi-source operational and guest-experience data into actionable insights. The role involves developing dashboards, monitoring KPIs, and supporting strategic decision-making for the Contact Center.
Key Skills for This Role
Responsibilities
- Consolidate multi source data from IVR/telephony, CRM, QA scorecards, surveys, social media, 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
- Update dashboards with accurate performance metrics, ensuring correct visual representation and labeling
- Prepare structured weekly and monthly summaries to support operational and leadership reviews
- Link complaints, QA findings, and operational KPIs to root causes
- Facilitate insight readouts with QA, Operations, Training/Development, and Product/Policy owners
- Maintain audit ready evidence folders and support compliance with internal reporting standards
Requirements
- Bachelor's degree in business administration, Hospitality and Tourism Management, or related discipline
- COPC training, ITIL, CX/Service Excellence certifications or equivalent
- Lean Six Sigma Green Belt
- Business Intelligence Certificate
- Power BI
- 4+ years of experience, preferably in Performance Management
- Experience in performance reporting, data analysis, or service operations monitoring
Full Job Posting
Overview
- Qiddiya Investment Company is looking for a dynamic Senior Specialist in Business Intelligence to enhance data driven strategy and analytics capabilities.
- The role transforms multi source operational and guest experience data into meaningful insights that drive performance, service quality improvements, and strategic decision making across the Contact Center.
Key Responsibilities
- KPI Data Collection & Validation: Consolidate multi source data, detect early warning signals, maintain alerting, extract KPIs, validate datasets, and flag errors.
- Dashboard Updating & Reporting: Update dashboards with accurate metrics, prepare executive VOG dashboard, prepare weekly/monthly summaries, maintain historical data libraries.
- Insights & Improvement Support: Link complaints, QA findings, and KPIs to root causes; facilitate insight readouts; capture recurring issues; provide data extracts.
- Audit Readiness & Documentation: Maintain audit ready evidence folders, prepare KPI samples, validate archived datasets, support compliance.
Requirements
- Bachelor's degree in business administration, Hospitality and Tourism Management, or related discipline.
- COPC training, ITIL, CX/Service Excellence certifications or equivalent.
- Lean Six Sigma Green Belt.
- Business Intelligence Certificate.
- Power BI.
- 4+ years of experience, preferably in Performance Management.
- Experience in performance reporting, data analysis, or service operations monitoring preferred.
- Experience in a leading professional services firm, consulting firm, or entertainment/real estate industry preferred.
Benefits
- Comprehensive benefits package.
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