Case Execution & Assessment Officers

Applus+ is part of the global Applus+ Group, a leading provider of testing, inspection, certification, quality assurance, and technical consultancy services operating in more than 65 countries worldwide. In Saudi Arabia, Applus+ supports major government, infrastructure, energy, industrial, environmental, and giga-project initiatives through inspection, compliance, quality assurance, technical staffing, and operational excellence services. The company works closely with public and private sector organizations to enhance safety, quality, regulatory compliance, and operational performance while supporting the Kingdom's Vision 2030 objectives.

Position Overview

We are seeking a Field Assessment Officer / Mystery Shopper to support customer experience and compliance assessment projects through the execution of field visits, mystery shopping assignments, digital channel evaluations, and customer interaction assessments. The successful candidate will be responsible for conducting assessments in accordance with project requirements, collecting evidence, documenting findings, and preparing accurate reports to support project objectives.

This role requires strong observation skills, attention to detail, professionalism, and the ability to follow assessment scenarios and reporting guidelines while maintaining confidentiality and objectivity.

Key Responsibilities

• Execute assigned assessment cases in accordance with project methodologies and timelines.
• Conduct field visits, branch assessments, customer service evaluations, and mystery shopping assignments.
• Perform assessments through various channels, including in-person visits, telephone interactions, websites, mobile applications, and other digital platforms.
• Follow approved assessment scenarios and evaluation criteria during assignment execution.
• Collect, organize, and maintain supporting evidence, documentation, and assessment records.
• Accurately document observations, findings, and customer experience outcomes.
• Prepare and submit assessment reports within established quality and reporting standards.
• Ensure compliance with project requirements, confidentiality obligations, and operational procedures.
• Coordinate with project teams regarding assignment status, challenges, and reporting requirements.
• Support quality assurance reviews by providing complete and accurate documentation.

Requirements

• Bachelor's degree or Diploma in Business Administration, Marketing, Customer Service, Insurance, or a related field.
• Minimum 1 of proven experience in field assessments, mystery shopping, customer service evaluations, inspections, compliance reviews, or similar operational activities.
• Ability to conduct assessments objectively and accurately while adhering to established procedures.
• Strong observation, documentation, and reporting skills.
• Good organizational skills and attention to detail.
• Ability to manage multiple assignments and meet deadlines.
• Proficiency in Microsoft Office applications and digital reporting tools.

Preferred Qualifications

• Previous experience in customer experience, mystery shopping, insurance, compliance, inspection, or quality assurance projects.
• Knowledge of customer service standards and assessment methodologies.
• Arabic and English communication skills are preferred.
• Experience working within the Saudi market is an advantage.