Service Quality Specialist

ZAD is the brainchild of a group of young, passionate Kuwaiti financial professionals driven by a vision of fostering a culture of investment in Kuwait. And for this team, ZAD began as a means to answer a need in the market: the need to make investment an accessible concept and viable choice for a broader audience.

The Service Quality Specialist monitors and evaluates the quality of services delivered across ZAD, conducting audits, gathering client feedback and analyzing performance data to identify gaps and improvement opportunities.

The role owns the accuracy and reliability of service quality reporting and supports the implementation of corrective actions that raise overall client satisfaction.

• Collect and analyze client feedback and satisfaction data.
• Identify service gaps and recommend corrective actions.
• Monitor adherence to established service standards and procedures.
• Prepare periodic service quality reports for management.
• Support the rollout of service improvement initiatives.
• Track resolution of client complaints and escalations.
• Maintain accurate documentation of quality assessments.
• Coordinate with teams to embed quality best practices.
• Analytical thinking
• Client focus
• Effective communication
• Problem solving
• Process orientation
• Data interpretation

• Bachelor's degree in Business Administration, Quality Management or a related field.
• Two to four years of experience in service quality or customer experience.
• Strong command of English and Arabic.
• Proficiency in data analysis and reporting tools.
• Familiarity with quality assurance frameworks.
• Understanding of financial services is an advantage.
• Quality management certification is a plus