Manager - Quality Management (DEL 1)

The Manager – Quality Management leads the quality governance framework for Qiddiya Workers Villages, ensuring service standards, SOP compliance, audits, non-conformance management, and continuous improvement across all operational departments and service providers. The role drives a culture of measurable quality, documentation discipline, and resident-focused service excellence.

Key Purpose of the Role

To ensure consistent service quality and compliance through an integrated quality management system, audits, corrective actions, and continuous improvement.

Key Responsibilities

· Develop and maintain the Workers Villages quality management framework, including standards, SOP governance, and audit schedules.

· Conduct quality audits and inspections across Residential Services, Facilities Management, Security, and other functions.

· Manage non-conformance reporting, root cause analysis, and corrective/preventive actions (CAPA) tracking.

· Define service quality KPIs and support departments in performance improvement planning.

· Maintain documentation control, versioning, and audit-ready records for governance frameworks and SOPs.

· Lead continuous improvement initiatives and lessons-learned processes.

· Support client and third-party audits, ensuring timely responses and closure evidence.

Key Deliverables & Accountabilities

· Approved quality management framework and audit plan.

· Completed audits/inspections with documented findings and CAPA closure evidence.

· Standardized SOP governance and documentation control system.

· Quality KPI dashboards and improvement action plans.

· Audit-ready compliance and quality records.

KPIs / Performance Metrics

· Quality audit score and improvement trend.

· CAPA closure rate within target timelines.

· Reduction in repeat non-conformities.

· Service standard compliance rate across departments.

· Stakeholder satisfaction with quality governance and support.

Requirements

Required Qualifications & Certifications

Bachelor’s degree in a relevant field (Hospitality Management, Facilities Management, Business Administration, Engineering, Supply Chain, or related).

Professional certifications relevant to the role are preferred (e.g., PMP/PRINCE2, NEBOSH/IOSH, ISO Lead Auditor, IFMA, CIPS, etc.).

Experience Requirements

Minimum 6 years of experience in quality management, compliance, or operational assurance in large-scale operations.

At least 3 years in a managerial role implementing quality systems and audits.

Experience with ISO-based approaches and structured CAPA management is preferred.