Service Quality Officer

General Description

The Service Quality Officer supports the consistent delivery of high-quality services by monitoring service performance, identifying areas for improvement, and ensuring compliance with established quality standards and procedures. The role involves conducting service quality inspections, reviewing customer feedback, supporting corrective actions, and maintaining accurate quality records and reports. The Service Quality Officer works closely with operational and support teams to promote good practices, address service quality issues, and contribute to continuous improvement and customer satisfaction.

Key Responsibilities / Accountabilities

• Conduct regular quality audits and walk through at project sites across the UAE.
• Identify and document quality observations, deviations, and best practices based on site conditions.
• Provide on-site quality coaching to operational teams, helping them understand and align with quality standards.
• Serve as the dedicated QA/QC representative for their region, acting as the liaison between central quality and project teams.
• Support project handovers and ongoing quality compliance throughout project lifecycles.
• Escalate major non-conformances to central quality and assist in defining corrective actions.
• Assist in collecting basic QA/QC data from field activities, helping to monitor site-level quality KPIs.
• Prepare and submit daily office (head office/site office) reporting, including documentation such as PQP updates, quality-related emails, and other project quality records.
• Prepare weekly reports and conduct review meetings with the Senior Quality Specialist to discuss quality-related issues, identified root causes, and corrective/preventive actions.
  
  

1-education

QUALIFICATION REQUIREMENTS:

• Diploma or bachelor's degree in mechanical, Electrical, Civil, Engineering, Quality, or a related technical field
• Professional certification, ISO 9001-2015 Internal Auditor, and Quality Management, Lean Six Sigma, would be advantageous.
  
  

2-knowledge & Skills

• Excellent analytical, problem-solving, and decision-making skills
• Demonstrated knowledge of testing best practices, version-control procedures, and defect management processes
• Must be tactful and diplomatic.
• Able to work independently and as a part of a team.
• Deep knowledge of quality assurance terminology, methods, and tools
• Effective communication skills, with ability to deliver presentations and communicate issues clearly to diverse stakeholders.
• High level of self-motivation and organization skills.
• Hold a current driving license (manual Preferred)
  
  

Proficiency in MS Office (Excel, Word, PowerPoint, Outlook); knowledge of digital quality management tools.

3-experience

• Minimum 3 years in a QA/QC Engineer or Service Quality role with hands-on experience in site-based audits and quality documentation.
• Some Occupational Health and Safety experience preferred but not essential