Job Description

Position Summary 

The Quality Control Officer is responsible for monitoring, auditing, and ensuring the quality of all services provided within the BDD community. The role covers three main service areas: Facility Services, Community Services, and Shared Services. By ensuring high standards across all touchpoints, the officer’s primary objective is to guarantee tenant satisfaction, contributing to the retention and growth of the community. 

Key Responsibilities 

1. Facility Services 

• Oversee and audit the performance of cleaning, maintenance, security, and valet teams. 

• Conduct regular inspections to ensure compliance with health, safety, and quality standards. 

• Follow up on incidents or deficiencies, ensuring corrective measures are implemented. 

• Monitor vendor performance and adherence to agreed procedures. 

2. Community Services 

• Ensure seamless experience for community members during all activities. 

• Monitor tenant satisfaction with community offerings, ensuring services meet their expectations. 

3. Shared Services (Across Zeal Departments) 

• IT Services: Ensure uninterrupted internet connectivity, provide support to BDD community, and oversee IT-related service quality. 

• Engineering Department: Follow up on tenant requests, office-related technical issues, and tests related to interior/architect requirements for private offices and shared spaces, ensuring timely resolution. 

• Coordinate with other shared departments to ensure consistency and reliability of support services by following up on payment collections with Accounting, and on quotations and deliverables with Procurement.. 

Quality Control & Compliance 

• Develop, document, and update standard operating procedures for all service areas. 

• Ensure teams and service providers follow approved procedures and standards. 

• Conduct routine audits, inspections, and evaluations across all categories of services. 

• Report incidents and service issues while ensuring follow-up until closure. 

Tenant Satisfaction & Continuous Improvement 

• Act as a quality assurance focal point to ensure tenant needs are addressed promptly. 

• Gather and analyze feedback to measure satisfaction and identify improvement opportunities. 

• Provide creative and alternative solutions to enhance the overall tenant experience. 

• Drive a culture of accountability, continuous improvement, and excellence in service delivery. 

Qualifications & Skills 

• Bachelor’s degree in business administration, Facility Management, Hospitality, or related field. 

• Experience in quality control, facility management, property management, or hospitality preferred. 

• Strong auditing, inspection, and compliance knowledge. 

• Excellent communication and reporting skills. 

• Problem-solving mindset with ability to think “outside the box.” 

• Strong organizational and follow-up abilities. 

• Proficiency in MS Office and reporting tools, with knowledge and use of AI tools considered a plus. 

Key Competencies 

• Customer-Oriented – committed to tenant satisfaction. 

• Analytical & Detail-Oriented – thorough in monitoring and auditing. 

• Innovative – proactive in providing solutions and alternatives. 

• Collaborative – works effectively with departments and tenants. 

• Accountable – ensures timely follow-up and resolution of issues. 

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