Quality Investigator

JOB PURPOSE:

The Quality Investigator plays a vital role in evaluating the end-to-end passenger experience by conducting field assessments across stations and trains while posing as a regular commuter. This position is responsible for gathering objective, real-time insights into service quality, staff behavior, cleanliness, accessibility, and compliance with contractual Key Performance Indicators (KPIs). Through structured observations and detailed reporting, the Quality Investigator supports continuous improvement efforts, helping to enhance operational performance and elevate customer satisfaction across the transit network.

RESPONSIBILITIES/DUTIES

Operational Duties

• Conduct visits to stations and trains, posing as a regular passenger to assess service delivery.
• Evaluate various touchpoints including station accessibility, signage, cleanliness, and ticketing services.
• Measure train frequency and headway over a specified period.
• Monitor and assess ticket agents’ behavior and customer service performance.
• Inspect all station levels (ticketing, intermediate, and platform) to identify operational issues and improvement opportunities.
• Record observations using digital tools or notebooks, ensuring accuracy and completeness.

Reporting and Documentation

• Complete structured survey forms and questionnaires in accordance with project guidelines.
• Submit detailed reports with factual observations and photographic evidence to support findings.
• Provide actionable insights and recommendations to the Quality Management team.
• Retain and organize photographic documentation for reimbursement and audit purposes.

Customer Experience and Compliance

• Evaluate the passenger journey from entry to exit, identifying pain points and service gaps.
• Ensure compliance with contractual Key Performance Indicators (KPIs).
• Offer feedback on customer satisfaction and suggest enhancements to improve the overall experience.

Safety and Policy Compliance.

• Adhere to the company’s RQHSE Policy.
• Promote a culture of safety and accountability across all operational areas.

ESSENTIAL QUALIFICATIONS, KNOWLEDGE & EXPERIENCE

QUALIFICATIONS:

• Bachelor’s degree in any relevant field.
• Fluent in Arabic & English, French is a plus.

KNOWLEDGE:

• Proficiency in using computers, smartphones, and internet-based tools.
• Basic understanding of public transportation services and customer experience principles.

EXPERIENCE:

• 0 to 3 years of relevant experience in quality assurance, customer service, or operations.

DESIRED BEHAVIORS & EXPERIENCES

• Strong Observational Skills: Pays close attention to detail and accurately captures real-time service conditions and behaviors.
• Critical Thinking: Able to assess situations from multiple angles and make sound judgments based on evidence and context.
• Professional Demeanor: Maintains a calm, courteous, and composed presence in public settings, even under pressure.
• Ethical Conduct: Upholds high standards of honesty and fairness in all evaluations and interactions.
• Attention to Process: Follows protocols and guidelines meticulously to ensure consistency and reliability in reporting.
• Initiative: Takes proactive steps to identify service gaps or potential improvements without waiting for direction.
• Cultural Sensitivity: Respects and understands diverse passenger backgrounds and behaviors when conducting evaluations.
• Resilience: Maintains focus and performance during long shifts, busy environments, or repetitive tasks.
• Learning Agility: Quickly grasp new tools, procedures, or changes in evaluation criteria.
• Result-Oriented: Focuses on delivering actionable insights that contribute to measurable service improvements.