Website Tafaseel
Tafaseel Group Holding, is a multi-award-winning leader in the Middle East’s BPO sector. We employ over 2,000 professionals from 30 nationalities, offering services in 13 languages. With strategically positioned sites across the UAE, KSA, Bahrain, and Egypt and continuously expanding our footprint each quarter we deliver a comprehensive suite of 14 business process outsourcing services.
Service Quality Consultant – Global Star Rating System – استشاري جودة الخدمات الحكومية
About the Role:
Tafaseel BPO is hiring on behalf of a respected government entity to fill the position of Government Services Excellence Specialist. The successful candidate will join the client’s internal team and play a key role in driving service quality, operational excellence, and alignment with national excellence frameworks such as the Global Star Rating System for Services and the Sheikh Khalifa Government Excellence Program.
Key Responsibilities:
– Ensure all projects related to government services are aligned with the key pillars of the Global Star Rating System for Services.
– Drive continuous enhancement across the eight main pillars of the system to elevate service standards.
– Contribute to the development and optimization of service delivery channels (website, smart application, and call center) in compliance with the global star rating framework.
– Support the implementation of the Sheikh Khalifa Government Excellence Program by planning and executing self-assessment initiatives for government services.
– Assist in creating models and tools to measure customer and client satisfaction with ministry services and share results with concerned stakeholders.
– Participate in benchmarking studies with top-performing government entities to identify improvement areas, strengths, and weaknesses.
– Prepare, review, and submit award documentation and related reports as required.
– Monitor and report on performance, apply government excellence methodologies, and track relevant Key Performance Indicators (KPIs).
– Evaluate the effectiveness and efficiency of government service processes and procedures, recommending improvements to ensure alignment and simplification.
– Perform any additional tasks as assigned by the direct supervisor.
Qualifications & Skills:
– Bachelor’s degree in Public Administration, Quality Management, Business Administration, or a related field (Master’s degree is a plus).
– Fluency in Arabic and English is required.
– Experience in quality and service excellence within a government or public service context.
– Solid understanding of the Global Star Rating System for Services and the Sheikh Khalifa Government Excellence Program.
– Strong analytical, communication, and reporting skills.
– Experience in self-assessment, benchmarking, and service performance evaluation.
– Proficiency in Microsoft Office and performance reporting tools.