Quality Assurance Officer

Quality Assurance Officer Job Purpose Provide technical, field-level quality assurance across all compounds, within two main areas: • Carry out on-site technical quality inspections (MEP, fire and life safety, housekeeping, and contractor compliance) to verify compliance with approved standards. • Follow up on resident cases, complaints, and observations and ensure they are completed and closed per approved procedures. The role holder helps accelerate case handling through follow-up, coordination, and verification, without being responsible for executing corrective actions or resolving cases; these responsibilities remain with compound management and the relevant departments. Key Responsibilities First: Case Oversight & Resident Feedback • Follow up on complaints and observations under Quality monitoring with the responsible parties until verified closure within approved timeframes (oversight of closure, not complaint handling). • Conduct on-site visits to verify case closure firsthand, collect evidence, and observe resident-facing service quality. • Collect and organize supporting evidence and case documentation. • Update and maintain the Cases Tracker as the Quality oversight record of monitored cases. • Monitor response and resolution times against approved KPIs and SLAs, and report breaches. • Send reminders and escalate critical or overdue cases to the responsible owner, and to the Quality Assurance Manager / VP of Operations when SLA limits are breached (oversight escalation, not case ownership) • Coordinate with compound managers and relevant departments to obtain updates and evidence (for verification, not execution) • Administer and follow up on resident satisfaction surveys. • Track issues raised from public reviews through to verified closure, and support the Quality Assurance Manager in reviewing negative or sensitive review responses and in monthly trend reporting. Second: On-Site Quality Inspection • Conduct scheduled and unannounced quality inspection rounds across compounds. • Use approved checklists to assess: MEP and maintenance (PPM and CM); fire and life safety; housekeeping; security; community facilities; and contractor compliance. • Record non-conformities, observations, and risks objectively using the approved Quality systems. • Follow corrective actions (CAPA) through to verified closure (verification, not execution) • Consolidate inspection findings into clear, fact-based reports. Third: Asset & Post-Maintenance Disposal Governance • Verify that removed, replaced, or surplus items are declared at Work Order closure and transferred to the approved workshop (and confirm no storage in residential units). • Participate in item assessment in coordination with Operations. • Monitor compliance with disposal procedures and timelines. • Maintain accurate, auditable records. Fourth: Reporting & Analysis Support • Compile case, survey, review, and inspection data into preliminary summaries and monthly reports. • Support continuous-improvement initiatives and corrective actions (support, not execution) • Support audit and review activities. • Track quality initiatives and action plans approved by the Quality Assurance Manager and ensure their status is updated regularly. Authority • Access sites, complaint records, survey data, reviews, case logs, and contractors for monitoring, follow-up, and inspection. • Request updates and supporting evidence from compound and department teams. • Raise non-conformities; send reminders; and escalate SLA breaches and critical cases to the Quality Assurance Manager (and VP of Operations where defined). • Participate in and document Disposal Committee reviews; record committee decisions in Yardi. • No authority to approve corrective actions or deviations, close cases on behalf of operations, decide disposal individually (a Committee decision), or direct operational staff. Required Qualifications • Diploma or Bachelor’s degree in Mechanical, Electrical, or Civil Engineering, or Facilities Management. • 2–3 years in facilities management, MEP maintenance, or technical inspection. • Working knowledge of MEP systems, fire and life safety requirements, and contractor management. • Strong organization, follow-up, and communication skills; persistent and detail-oriented. • Familiar with case trackers, dashboards, checklists, and reporting (Excel). • Familiar with CAFM or asset-management systems and asset / disposal governance. • Fluent English and the ability to communicate in Arabic. • Willing and able to travel regularly between compounds (valid Saudi driver’s license). • An objective, fact-based professional. Reports to: Quality Assurance Manager