Service Quality Officer

Job Overview

The Service Quality Officer ensures the delivery of high-standard services by overseeing service performance, spotting improvement opportunities, and confirming compliance with quality protocols. This role entails performing quality inspections, evaluating customer feedback, aiding corrective efforts, and maintaining detailed quality documentation. The officer collaborates closely with operational and support units to foster best practices, resolve quality concerns, and support ongoing enhancement and client satisfaction.

Key Duties and Responsibilities

• Carry out routine quality audits and site walkthroughs across project locations throughout the UAE.
• Record observations on quality issues, deviations, and exemplary practices identified onsite.
• Offer in-field quality training to operation teams to ensure alignment with quality standards.
• Represent the QA/QC function as the regional liaison between central quality teams and project staff.
• Provide support during project handovers and monitor compliance with quality standards during project progression.
• Report critical non-conformities to the central quality unit and help develop corrective measures.
• Assist in gathering QA/QC metrics from fieldwork to track quality key performance indicators on site.
• Generate and submit daily reports for head and site offices, including updates on project quality plans and relevant correspondence.
• Prepare weekly summary reports and participate in review sessions with senior quality personnel to discuss challenges, root cause analyses, and corrective/preventive action plans.

Qualifications and Skills

• Diploma or bachelor’s degree in Mechanical, Electrical, Civil Engineering, Quality Management, or a connected technical discipline.
• Professional certifications such as ISO 9001:2015 Internal Auditor, Quality Management, or Lean Six Sigma are beneficial.
• Strong analytical, problem-solving, and decision-making skills.
• Good knowledge of testing methodologies, version control, and defect management.
• Ability to handle situations tactfully and diplomatically.
• Capable of working independently and collaboratively within teams.
• In-depth understanding of quality assurance terminology, standards, and tools.
• Effective communicator with confidence in presenting and discussing issues with diverse stakeholders.
• Well-organized, highly self-motivated, and detail-oriented.
• Possession of a valid driving license, preferably manual.
• Proficient in Microsoft Office applications including Excel, Word, PowerPoint, and Outlook; familiarity with digital quality management software is preferred.

Experience Requirements

• At least 3 years’ experience in a QA/QC Engineer or Service Quality position, involving practical site audit responsibilities and quality reporting.
• Knowledge of Occupational Health and Safety practices is a plus but not mandatory.