Abdullah
Aloud
Quality & Data Analysis Professional
Transforming quality insights, complaint data, and performance indicators into measurable service improvement.
Get to know me
About Me
Quality Control Analyst with progressive experience in quality assurance, customer experience, and complaint management within the banking sector. Skilled in data analysis, KPI monitoring, and dashboard development to drive performance improvement and service excellence.
Experienced in evaluating operational performance, identifying root causes, and implementing data-driven corrective actions. Strong analytical mindset with proven ability to enhance compliance, optimize processes, and improve overall customer satisfaction.
Location
Riyadh, Saudi Arabia
Current Role
Quality Control Analyst
Riyad Bank
Education
King Saud University
College of Law & Political Science
Bachelor's Degree in Political Science
2018
Languages
Professional Journey
Experience
Quality Control Analyst
Riyad Bank
Mar 2025 – Present
- Analyze customer complaint data to identify service gaps, root causes, and performance trends across departments.
- Develop weekly, monthly, and quarterly analytical reports with actionable insights for senior management.
- Design and maintain interactive dashboards to track KPIs, complaint patterns, and service performance metrics.
- Recommend data-driven improvement initiatives to enhance customer satisfaction and operational efficiency.
- Collaborate with cross-functional teams to implement corrective actions and monitor performance impact.
- Support continuous improvement strategies aligned with regulatory and service quality standards.
Quality Control Officer
Riyad Bank
Nov 2022 – Feb 2025
- Evaluated employee performance against quality standards and internal compliance benchmarks.
- Conducted quality audits and identified performance gaps with structured improvement plans.
- Prepared weekly performance reports highlighting departmental achievements and development areas.
- Built performance dashboards to visually monitor productivity, accuracy, and service quality indicators.
- Provided feedback and coaching recommendations to enhance overall team performance.
- Ensured adherence to internal policies and regulatory guidelines in reviewed cases.
Customer Care Officer
Riyad Bank
May 2021 – Oct 2022
- Managed and resolved customer complaints through internal banking systems and Saudi Central Bank channels.
- Investigated cases thoroughly to ensure accurate resolution within defined SLAs.
- Coordinated with relevant departments to expedite complaint handling and prevent recurrence.
- Maintained detailed case documentation in compliance with regulatory requirements.
- Enhanced customer experience by delivering timely updates and transparent communication.
- Identified recurring complaint themes and escalated systemic issues for process enhancement.
Customer Service Representative
Riyad Bank
Feb 2020 – Apr 2021
- Delivered front-line banking support addressing customer inquiries and service requests.
- Assisted clients with account services, transactions, and product-related guidance.
- Ensured compliance with banking policies and operational procedures.
Expertise
Skills
Technical Skills
Tools & Competencies
- Microsoft Office Suite
- Data Analysis & Reporting
- Dashboard Development
- KPI Monitoring & Performance Tracking
- Complaint Management Systems
- Quality Assurance & Compliance Monitoring
- Power BI
- Excel
Soft Skills
Interpersonal Strengths
- Effective Communication
- Problem Solving & Analytical Thinking
- Ability to Work Under Pressure
- Meeting Coordination & Facilitation
- Time Management
- Team Collaboration & Cross-Functional Coordination
Portfolio
Projects
Sales & Profit Analytics Dashboard
Power BI & Excel
A data analysis project focused on transforming retail sales data into actionable insights. The analysis identified category-level performance differences, showing that while furniture achieved strong revenue, its profit margin was significantly lower compared to technology and office supplies. The dashboard was designed to highlight strengths, weaknesses, and areas requiring business attention.
- Analyzed sales, profit, quantity, and customer metrics.
- Compared performance across product categories and sub-categories.
- Identified profitability gaps despite strong revenue performance.
- Built a visual dashboard to support data-driven decision-making.
Complaint Analysis & Root Cause Reporting
Excel, Power BI, Complaint Management Systems
Analysis-focused reporting project designed to identify recurring complaint drivers, root causes, and service gaps across banking departments. The work supports corrective actions, management reporting, and customer experience improvement.
- Identified complaint trends and recurring service issues.
- Supported management decision-making through structured insights.
- Connected complaint data with quality and service performance indicators.
KPI Monitoring & Quality Performance Dashboards
Power BI & Excel
Dashboard development and performance monitoring initiative focused on tracking quality indicators, service performance metrics, productivity, and operational accuracy.
- Built dashboards for quality and performance visibility.
- Monitored KPIs and service performance trends.
- Improved reporting clarity for management review.
Qualifications
Certifications
Certified Compliance Officer (CCO) Professional Certificate
Financial Academy
2026English Course
Stafford House Institute, Canterbury, United Kingdom
2019Retail Banking Foundations Professional Exam – Second Edition
Financial Sector
Credit Adviser Professional Exam – Second Edition
Financial Sector
Capital Market Examination 1 (CME-1)
Capital Market Authority
ISO 10002 / ISO 10004
International Organization for Standardization
Compliance Foundations Professional Certificate
Financial Sector
Get in Touch
Contact
I am open to professional opportunities, collaborations, and meaningful conversations. Feel free to reach out through any of the channels below.
Location
Riyadh, Saudi Arabia