Service Quality & Compliance Supervisor
# Service Quality & Compliance Supervisor **Nahj consultant** · Doha · `On-site` 🕒 **Статус:** *Опубликовано: 6 дней назад* · *Источник: Indeed* --- ### About the Role Service Quality & Compliance SupervisorDepartment Operations Reports To General Manager / Business Owners Location Office and site Position Purpose The Service Quality & Compliance Supervisor is responsible for ensuring that all branches, the roastery, kitchen, and online operations consistently comply with company standards, operating procedures, service requirements, food safety practices, and customer experience expectations. The role serves as an independent oversight function, monitoring performance, identifying gaps, conducting audits, and driving continuous improvement across the business. Key ResponsibilitiesService Quality Monitoring Monitor service performance across all branches. Ensure customer service standards are consistently maintained. Measure waiting times and service speed. Identify customer experience improvement opportunities. Conduct mystery shopper audits. Monitor customer reviews and complaints. Compliance & SOP Monitoring Conduct routine and surprise branch inspections. Verify compliance with company policies and procedures. Ensure opening and closing procedures are followed. Monitor staff adherence to recipes, standards, and operational guidelines. Ensure hygiene, cleanliness, and food safety standards are maintained. Track and close non-compliance findings. Online Order Monitoring Monitor order accuracy and completeness. Ensure online orders are prepared and dispatched within target times. Verify packaging and presentation standards. Investigate delivery-related customer complaints. Analyze order fulfillment performance. CCTV Monitoring Review CCTV footage for service, safety, and compliance purposes. Investigate incidents, complaints, and operational concerns. Verify attendance, punctuality, and operational practices when required. Prepare incident reports and recommendations. Branch Audits Conduct scheduled and unannounced audits. Evaluate service, cleanliness, compliance, inventory control, and operational standards. Prepare audit reports and corrective action plans. Follow up on implementation of corrective actions. Roastery & Kitchen Oversight Verify compliance with production and quality standards. Ensure food safety practices are followed. Monitor product consistency and quality. Verify inventory handling and storage standards. Reporting & Improvement Prepare weekly and monthly reports. Analyze trends and recurring issues. Recommend process improvements. Support training initiatives based on audit findings. Escalate significant non-compliance issues to management. Key Performance Indicators (KPIs) Branch Audit Score (%) Compliance Score (%) Service Speed Performance (%) Online Order Accuracy (%) Customer Complaint Rate Corrective Action Closure Rate (%) Mystery Shopper Score (%) Food Safety Compliance Score (%) Customer Satisfaction Score Number of Repeat Non-Compliance Findings Authority The Service Quality & Compliance Supervisor is authorized to: Conduct audits and inspections. Request operational records and supporting documents. Review CCTV footage. Issue non-compliance observations. Recommend corrective and preventive actions. Escalate serious violations directly to management. The position does not have direct authority to hire, terminate, or discipline employees without management approval. QualificationsEducation Diploma or Bachelor's Degree in Business Administration, Operations Management, Hospitality, Food & Beverage Management, Quality Management, or related field. Experience 3-5 years of experience in retail, hospitality, food & beverage, coffee shops, restaurants, or multi-site operations. Experience in audits, compliance, quality assurance, or operations supervision is preferred. Skills & Competencies Strong attention to detail. Excellent observation and reporting skills. Knowledge of operational controls and compliance processes. Understanding of customer service standards. Strong communication and interpersonal skills. Ability to work independently. Analytical and problem-solving skills. Proficient in Microsoft Office and reporting tools. High integrity and confidentiality. Pay: QAR4,500.00 per month Work Location: In person
Наблюдалась 2026-09-20, впервые 2026-09-15, источник — Indeed.