About The Chefz and the Role

The Chefz is seeking a Senior Quality Specialist to join its team in Riyadh, Saudi Arabia. This full-time position is central to enhancing customer experience by driving data-led quality improvements across key operational domains. The role requires a professional with 5-10 years of experience in relevant fields.

Role Purpose and Impact

The Senior Quality Specialist will lead deep-dive data analysis and root-cause analysis for an assigned domain, which may include Partners/Restaurant operations or Logistics/Drivers. This involves identifying the most significant cost and quality drivers, designing and piloting effective corrective actions, and mentoring a Data Analysis Specialist. The ultimate goal is to transform operational and service data into prioritized, measurable improvement opportunities that safeguard and enhance the customer experience.

Key Responsibilities

• Own exploratory data analysis (EDA) and root-cause analysis (RCA) for the assigned domain, analyzing operational and service events by service, attribution, reason code, geography, and time.
• Quantify each root cause and score its impact versus effort; build and maintain the prioritized RCA backlog for the domain.
• Design corrective actions with predicted impact, run pilots with control groups where feasible, and measure results against targets and customer-experience metrics (CSAT, retention, loyalty).
• Identify process anomalies and abuse patterns that contribute to avoidable costs within the domain, while ensuring the protection of genuine customers and their experience.
• Contribute to improvements in automated decision and service logic thresholds and accuracy in collaboration with Technology and Product teams, aiming for correct outcomes by default.
• Ensure correct data attribution and integrity, and maintain domain baselines and dashboards.
• Mentor and review the work of the Data Analysis Specialist and support the Supervisor in target-setting.
• Present findings, opportunities, and recommendations to the Supervisor and Team Lead, and partner with the Customer Experience team.

Required Qualifications and Experience

• 5-10 years of relevant professional experience.
• A background in FMCG, food delivery, q-commerce, or retail.
• Domain exposure to restaurant operations or logistics/last-mile is a strong advantage.

Essential Skills

• Solid understanding of customer-experience and satisfaction drivers.
• Ability to effectively balance cost-efficiency with customer satisfaction (CSAT), retention, and loyalty.
• Comfortable working with large transactional datasets.

Work Environment and Application

This is a full-time position based in Riyadh, Saudi Arabia. Salary details for this role will be discussed during the interview process.