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 Show more Show less