# Specialist - Complaint Management

> Qiddiya Investment Company · Riyadh, Saudi Arabia · — · Posted 2026-02-24

**Workplace:** on_site

**Department:** Technology Office

## Description

Join Qiddiya Investment Company as a Senior Specialist in Complaint Management, Execute full complaint-handling workflows, ensuring timely logging, categorization, follow-up, and resolution closure in alignment with service standards. Deliver structured tracking, documentation accuracy, coordination with concerned parties, and insights extraction to support root-cause elimination, protect guest experience, and reinforce operational reliability across all Guest Services Center channels.

### Responsibilities

-   **Complaint Logging, Categorization & Documentation**
-   •        Execute structured complaint logging to capture accurate details, categories, and context ensuring full traceability and audit readiness.
-   •        Maintain complaint records, attachments, and timestamps to uphold data quality and support resolution accountability.
-   •        Validate complaint completeness against intake rules to avoid processing delays and misclassification.
-   •        Track recurring classification patterns to flag systemic or cross-functional experience failures.
-   **Resolution Follow-up, Tracking & Closure**
-   •        Implement follow-up cycles with concerned parties to maintain momentum on resolution actions and protect guest satisfaction.
-   •        Track resolution progress through defined SLAs to detect delays impacting service credibility.
-   •        Validate closure evidence, notes, and corrective actions before confirming final complaint completion.
-   •        Maintain closure logs and reporting inputs to strengthen transparency and recurrence-prevention reviews.
-   **Cross-Functional Case Coordination**
-   •        Coordinate case escalation to specialized teams (e.g., Digital, Operations, Venue Leadership, QA) when issues exceed standard handling.
-   •        Track dependency delays to surface root causes and ensure resolution pathways remain active.
-   •        Deliver feedback to knowledge management teams on common inquiry gaps requiring content updates.
-   •        Validate service-recovery gestures and communications for appropriateness and alignment with guest-care standards.
-   **Insights, Reporting & Root-Cause Support**
-   •        Track complaint trends, themes, and repeated failure points to highlight improvement opportunities for leadership.
-   •        Produce case-analysis inputs that support root-cause identification and corrective-action planning.
-   •        Validate analytical summaries used for dashboards to ensure accuracy, integrity, and alignment with defined indicators.
-   •        Execute reporting cycles that reinforce transparency, performance monitoring, and improvement-tracking cadence.

## Requirements

-   Bachelor’s degree in Business Administration, Customer Service Management, or a related field.
-   **Certifications:**
-   •        Six Sigma basic belt, CX certifications, or equivalent preferred.
-   **Years of Relevant Experience:**
-   •        3+ years, preferably with majority in analytical and documentation skills.
-   **Nature of Experience:**
-   •        Experience in customer-care operations, complaint handling, service recovery, or contact-center quality functions preferred.
-   Experience working in a related area in a leading professional‑services firm, or customer service operations/contact center operations preferred

## Benefits

Comprehensive benefits package

## Apply

[Apply at Qiddiya Investment Company](https://apply.workable.com/qiddiya-investment-company-1/j/2C53A5BABB/apply)

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