JOB PURPOSE:

The Quality Investigator plays a vital role in evaluating the end-to-end passenger experience by conducting field assessments 

across stations and trains while posing as a regular commuter. This position is responsible for gathering objective, real-time 

insights into service quality, staff behavior, cleanliness, accessibility, and compliance with contractual Key Performance 

Indicators (KPIs). Through structured observations and detailed reporting, the Quality Investigator supports continuous 

improvement efforts, helping to enhance operational performance and elevate customer satisfaction across the transit network.

RESPONSIBILITIES/DUTIES 

System Analysis & Planning:

• Review and analyze system specifications to identify testing requirements.

• Develop and implement effective testing strategies and detailed test plans.

Test Execution & Results Analysis:

• Execute manual and automated test cases, ensuring thorough validation of the product.

• Analyze test results and determine potential areas of improvement.

Defect Logging & Reporting:

• Evaluate product code against defined specifications and report any discrepancies.

• Log testing phases and defects in detail for future reference.

• Report bugs and errors to the development team and assist with troubleshooting.

Post-Release Testing & Quality Assurance:

• Conduct post-release and post-implementation testing to ensure product stability after deployment.

• Collaborate with cross-functional teams throughout the software development lifecycle to ensure consistent quality 

assurance.

Ensure Compliance & Standards Adherence:

• Ensure that all testing activities are aligned with industry standards, compliance regulations, and best practices.

• Monitor the software to confirm it meets security, privacy, and performance requirements.

Collaboration with Development Teams:

• Work closely with development teams to ensure that quality is maintained throughout the entire development 

process.

• Provide feedback on early-stage development and help identify potential risks before they arise.

Documentation and Knowledge Sharing:

• Maintain detailed and organized documentation of test cases, test results, and defect tracking.

• Share knowledge and best practices within the team to foster continuous improvement.

SAFETY RESPONSIBILITIES:

• Promote a positive safety culture within the workplace and attend any safety-related meetings or briefings as 

required within the job role.

• Comply with the requirements of RDMC RQHSE Policy and Safety Management System.

Be mindful that Safety, Security, and Environmental protection are everyone’s responsibility. All staff members are 

accountable for reporting and intervening in any Safety, Security, or Environmental violations.

QUALIFICATIONS:

• Bachelor’s degree in any relevant field.

• Fluent in Arabic & English, French is a plus.

KNOWLEDGE:

• Proficiency in using computers, smartphones, and internet-based tools.

• Basic understanding of public transportation services and customer experience principles.

EXPERIENCE:

• 0 to 3 years of relevant experience in quality assurance, customer service, or operations.

DESIRED BEHAVIORS & EXPERIENCES

• Strong Observational Skills: Pays close attention to detail and accurately captures real-time service conditions and 

behaviors.

• Critical Thinking: Able to assess situations from multiple angles and make sound judgments based on evidence and 

context.

• Professional Demeanor: Maintains a calm, courteous, and composed presence in public settings, even under 

pressure.

• Ethical Conduct: Upholds high standards of honesty and fairness in all evaluations and interactions.

• Attention to Process: Follows protocols and guidelines meticulously to ensure consistency and reliability in reporting.

• Initiative: Takes proactive steps to identify service gaps or potential improvements without waiting for direction.

• Cultural Sensitivity: Respects and understands diverse passenger backgrounds and behaviors when conducting 

evaluations.

• Resilience: Maintains focus and performance during long shifts, busy environments, or repetitive tasks.

• Learning Agility: Quickly grasp new tools, procedures, or changes in evaluation criteria.

• Result-Oriented: Focuses on delivering actionable insights that contribute to measurable service improvements