Senior Specialist - Business Intelligence

Qiddiya Investment Company is on the lookout for a dynamic Senior Specialist in Business Intelligence to enhance our data-driven strategy and analytics capabilities. The Senior Business Intelligence Specialist is responsible for transforming multi-source operational and guest-experience data into meaningful insights that drive performance, service-quality improvements, and strategic decision-making across the Contact Center. This role ensures data accuracy, develops advanced dashboards, monitors key performance indicators (KPIs), and provides actionable analytics to leadership and operational teams.

Key Responsibilities

• KPI Data Collection & Validation
• • Consolidate multi-source data: IVR/telephony, CRM/case management, QA scorecards, post-call and digital surveys, social/complaints, chat, email, WhatsApp, app/web feedback.
• • Detect early warning signals (spikes in negative sentiment, repeat contacts, reopened cases, escalation trends).
• • Maintain alerting for threshold breaches (CSAT dips, complaint surges, SLA misses).
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• • 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.
• Dashboard Updating & Reporting
• • Update dashboards with accurate performance metrics, ensuring correct visual representation and labeling
• • Executive VOG (Voice of the Guest) Dashboard (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.
• Insights & Improvement Support
• • Link complaints + QA findings + operational KPIs to root causes (e.g., 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 & 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.

Requirements

• Minimum qualification:
• • Bachelor’s degree in business administration, Hospitality and Tourism Management, or related discipline required.
• Certifications:
• • COPC training, ITIL, CX/Service Excellence certifications or equivalent required
• • Lean Six Sigma Green Belt
• • Business Intelligence Certificate
• • Power BI.
• Years of Relevant Experience:
• • 4+ years, preferably with majority in Performance Management
• Nature of Experience:
• • Experience in performance reporting, data analysis, or service-operations monitoring preferred.
• • Experience working in a related area in a leading professional-services firm, prestigious consulting firm or entertainment/real estate industry preferred.

Benefits

Comprehensive benefits package