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 ResponsibilitiesKPI Data Collection & ValidationConsolidate multi-source data: IVR/telephony, CRM/case management, QA scorecards, post-call and digital surveys, social/complaints, chat, email, WhatsApp, app/web feedbackDetect early warning signals (spikes in negative sentiment, repeat contacts, reopened cases, escalation trends)Maintain alerting for threshold breaches (CSAT dips, complaint surges, SLA misses)Extract required KPIs from approved systems following designated schedules to maintain consistent reporting accuracyValidate dataset completeness and formatting, ensuring numerical integrity and alignment with reporting requirementsMaintain unified data templates to support continuity, comparability, and repeatability of performance reportingFlag errors, missing values, or anomalies to concerned stakeholders for timely resolutionDashboard Updating & ReportingUpdate dashboards with accurate performance metrics, ensuring correct visual representation and labelingExecutive 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 reviewsMaintain historical data libraries, ensuring consistent archiving and access to past performance cycles to support continuity of analysisSupport enhancements to dashboard structures by collecting feedback and identifying usability needsInsights & Improvement SupportLink 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 ownersCapture recurring performance issues and categorize them appropriately within tracking logsProvide data extracts supporting trend analysis and service‑improvement assessmentsMaintain productivity, adherence, and quality datasets required for operational decision‑makingHighlight emerging patterns that may impact performance targets or frontline consistencyAudit Readiness & DocumentationMaintain audit‑ready evidence folders, ensuring organized logs and complete supporting documentationPrepare required KPI samples during audits or governance reviewsValidate integrity of archived datasets and ensure documentation traceabilitySupport compliance with internal reporting standards and data‑governance expectationsRequirementsMinimum qualification: Bachelor’s degree in business administration, Hospitality and Tourism Management, or related discipline requiredCertifications: COPC training, ITIL, CX/Service Excellence certifications or equivalent requiredLean Six Sigma Green BeltBusiness Intelligence CertificatePower BIYears of Relevant Experience: 4+ years, preferably with majority in Performance ManagementNature of Experience: Experience in performance reporting, data analysis, or service‑operations monitoring preferredExperience working in a related area in a leading professional‑services firm, prestigious consulting firm or entertainment/real estate industry preferred.BenefitsComprehensive benefits package#J-18808-Ljbffr