DALAL ALQAHTANI
Riyadh,Saudi Arabia
Summary
Governance Analyst with 6+ years of experience in quality control, collections, and B2B service governance. Skilled in stakeholder engagement, cross-functional collaboration, and driving service improvements through data-driven decisions.
Overview
8
8
years of professional experience
1
1
Certification
Work history
Investment Unit GRC and Quality Management Senior
stc
2026.02 - Current
Build and revamp investment unit’s processes.
Ensures improvement in the investment service, procedures and process by assessing effectiveness of Investment process
Implement documentation standards, & facilitate sector access to STC Document Management System.
Act as the risk owner for any GRC and quality-related risks.
B2B Products Governance Analyst
stc
, Saudi Arabia
2021.08 - 2026.02
- Manage end-to-end assurance processes for product and service launches.
- Lead analysis and implement corrective actions for service issues.
- Coordinate with stakeholders and lead product alignment committees.
- Develop governance frameworks and assessment plans.
- Perform in-depth analysis of KPIs, customer complaints, and product impact.
- Translate business requirements into technology team deliverables, ensuring successful implementation during testing.
- Develop processes to enhance collaboration and workflow efficiency with other departments.
Collection Specialist
Ahwfaq Company
2020.01 - 2021.08
- Oversaw collection call efficiency and compliance.
- Improved workflows between call center and collections departments.
- Conducted annual performance reviews, enhancing data accuracy.
- Negotiated customer payment plans to ensure mutual benefit.
Quality Control Agent
Sab Bank
2018.07 - 2019.01
- Analyzed customer complaints to identify trends and root causes.
- Collaborated with departments to resolve quality issues.
- Ensured data integrity and supported quality improvements.
Education
Bachelor of Science - Mathematics
Imam Mohammed Bin Saud University
Riyadh, Saudi ArabiaHigh School Diploma - Computer Applications
Riyadh, Saudi ArabiaSkills
- Microsoft office Applications, Expert on Power Point "Report Making", Expert on Excel and Power PI "Dashboards & Data Visualization"
Certification
SSYB – PeopleCert (2021) GRCP & GRCA – GRC Certify (2023) COBIT 2019 – ISACA (2024)
Power BI – Investment Academy (2024) PMI-RMP – Risk Management (2024)
CBP- CM, conflict management (2025)
LANGUAGES
ARABIC
Native
English
Advanced
Accomplishments
- Governance Assurance & Control: Reviewed internal policies & procedures, aligned stakeholders, and enhanced governance efficiency.
- Pre-Launch Framework For EBU Products: Defined minimum requirements and standardized procedures for service launches.
- Aligned assurance stakeholders through a unified and clear reference model.
- Established a structured assurance framework to ensure service readiness.
- Minimized operational and customer-impact risks
- BI dashboard for Telco services: Developed a smart dashboard to monitor telecom services in real time and predict potential issues before they occur.
Timeline
Investment Unit GRC and Quality Management Senior
stc
2026.02 - Current
B2B Products Governance Analyst
stc
2021.08 - 2026.02
Collection Specialist
Ahwfaq Company
2020.01 - 2021.08
Quality Control Agent
Sab Bank
2018.07 - 2019.01
High School Diploma - Computer Applications
Bachelor of Science - Mathematics
Imam Mohammed Bin Saud University