أخصائي أول - ذكاء الأعمالSenior 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 Responsibilities KPI Data Collection & Validation •        Consolidate multi-source data : IVR/telephony, CRM/case management, QA scorecards, post-call and digital surveys, social/complaints, chat, email, WhatsApp, app/web feedback. •        Detect 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 accuracy. •