Quality Improvement Lead

Role Purpose

Lead quality improvement performance governance service excellence and process standardization across FM services in Wa ad Al Shamal and Jalamid improving service delivery KPIs user satisfaction and the professionalism of the FM operating model.

• Develop and implement a quality improvement framework for FM services across Maaden North.
• Establish and report FM KPIs such as response time, completion rates, inspections, complaints and satisfaction.
• Conduct quality audits, site inspections, and compliance checks across soft and hard services.
• Analyze recurring failures and gaps and recommend corrective and preventive actions.
• Standardize FM processes, checklists, reporting templates, escalation workflows and action trackers.
• Support contractor performance reviews, SLA reviews, and monthly service evaluation meetings.
• Lead continuous improvement aligned with Maaden excellence, safety and employee experience goals.
• Prepare dashboards, scorecards, executive reports and management review packs.

• Bachelor degree in Quality Management, Engineering, Facility Management, or Business Administration.
• 7–10 years in quality, operational excellence, FM governance, service improvement, or audits.
• Experience in FM, industrial services, mining, utilities, or large multi-site operations preferred.
• Strong knowledge of quality systems, audits, root-cause analysis, process improvement, and KPI governance.
• Lean Six Sigma, ISO 9001, or auditing certification preferred; strong analytical capability.
• Experience preparing dashboards, scorecards, executive presentations, and action tracking logs.
• Ability to work with Arabic- and English-speaking stakeholders;
  English proficiency (IELTS 5.0 or equivalent).