Reem Mohammed Aljohani

Working on nationwide social research project under the Ministry of Human Resources & Social Development, focused on conducting home visits, verifying beneficiary eligibility, and improving service delivery through data accuracy and quality control.

• Supervise all quality assurance operations for over 800 social researcher.
• Audit and verify visit documentation, reports, and platform data for accuracy.
• Conduct monthly performance evaluations for field researchers to ensure compliance.
• Review and ensure quality across multiple departments (complaints, HR, technical) to maintain service excellence.
• Created official Quality Guidelines and a Field Researcher Handbook to standardize procedures and ensure full compliance with quality standards.
• Contribute to policy updates and workflow enhancements to align with ministry objectives.
• Analyze and reflect performance data on live dashboards (e.g., number of violations) to identify patterns, highlight gaps, and improve regional performance.

• Creating and enforcing quality plans, policies, and procedures that align with organizational objectives and regulatory requirements.
• Overseeing quality assurance processes, conducting regular audits, inspections, and reviews to ensure adherence to quality standards and regulatory compliance.
• Identifying quality-related issues, conducting root cause analyses, and implementing corrective actions to prevent recurrence.
• Develop and execute test plans, identifying and documenting defects, and working with cross-functional teams to implement corrective measures.

Assist in day-to-day activities and functions of department, which focuses on ensuring that provided services meets correct standards.

• Improve Client Care service experience by efficiently and effectively.
• Improving retention rate and cross-selling level through ensuring more relationship format of client engagement by structuring and controlling client visiting activities, client exit interviews.
• Designing and enforcement of branch level VOC surveys for all clients.
• Collect clients feedback and prepare weekly reports to management to help in improving services.

• Assessing products, services, suppliers, and negotiation contracts.
• Ensuring the approved purchases are of a sufficient quality and cost.
• Maintain good suppliers relations.
• Preparing budgets, costs analyses and reports by Oracle system.

• Work with other managers to plan and help to set policies.
• Provide administrative support.
• Help managers in evaluating performance, writing reports and analyzing data.