Quality Analyst

About the role

Turn guest feedback and operational data into clear insights that help Sofitel Jabal Omar Makkah deliver thoughtful, personalised service. The Quality Analyst supports brand standards, quality assurance and continuous improvement across the guest journey.

Key responsibilities

• Monitor ALICE guest requests, verify timely acknowledgement, track and close cases against service levels.
• Analyse response times, guest satisfaction scores and sentiment trends from ALICE, TrustYou and other platforms.
• Review guest surveys and OTA feedback (e.g., Booking.com) to identify strengths and improvement opportunities.
• Conduct quality audits of hotel products and services using LQA tools and operational checklists.
• Maintain audit records in MyLQA and coordinate follow‑up with relevant departments.
• Develop and maintain Excel and Power BI dashboards covering guest feedback and service efficiency.
• Support administration of TrustYou, HERO and ALICE, handling system issues with IT teams.
• Train Heartists on quality and guest‑experience systems and monitor system adoption.

Required profile

• Diploma or bachelor’s degree in Hospitality Management, Business Analytics, Quality Management, Information Systems or related field (or equivalent experience).
• Experience in hotel quality, guest‑experience analysis or operational reporting preferred.
• Strong attention to detail, disciplined data validation and confidentiality handling.
• Excellent written and spoken English; Arabic is a plus.
• Collaborative, service‑mindset with ability to train and support colleagues.

Required skills

• Excel
• Power BI
• ALICE
• TrustYou
• MyLQA
• HERO
• Opera Cloud
• Hudini

What we offer

• Full‑time permanent contract reporting to the Director of Quality & Guest Experience.
• Location at Sofitel Jabal Omar Makkah, a luxury hotel in the Holy City.
• Opportunity to work in a global French luxury hospitality brand with growth potential.
• Supportive culture emphasizing excellence, entrepreneurship and teamwork.