مشرف ضمان الجودة للعمليات

Job Resposiblites

Develop and update templates, tools, framework, and requirements to ensure systematic and uniform documentation of data
Review and update major QA initiatives including planning, implementation and amendments of applicable operational SLAs, and identify new and innovative ways to minimize compliance gaps
Develop quality control plans and scheduled inspections and follow-up on proper implementation
Conduct periodical meeting with Operations functions to gain additional understanding of processes to review and update QA operational control mechanisms and ensure compliance with latest guidelines and ZATCA s strategic goals, policies, budget and SLAs

Conduct scheduled inspections, highlight and address disparities if any, and report back improvement areas to relevant stakeholders
Perform ongoing QA reviews on operations, processes, and procedures to ensure adequate implementation of standards and plans, and report back any issues to relevant stakeholders
Coordinate with internal and external stakeholders(Internal Audit, Risk, Compliance, Nazaha, Diwan, etc.) to receive operations reports, consolidate collected data to analyze disparities and develop presentations highlighting observations to dispatch to relevant operations units
Monitor interactions between taxpayers, traders, brokers, etc. and ZATCA s operations functions via different channels to ensure adherence with pre-set SLAs, escalate identified variances, gaps, and recurrent complaints to safeguard customer satisfaction.

Job Details

Meet with business units to develop corrective actions plans for identified QA failures and forward to superior to secure approval
Report back any technical/ operational issues that arise and might affect operations to ensure high-quality standards of operations
Develop periodical reports highlighting scheduled and unscheduled inspections findings, and recurrent operational issues, and dispatch to relevant stakeholders
Develop reports highlighting shortcomings in process, procedures and controls resulting from business data monitoring, suggest corrective measures and monitor on proper application

Follow all relevant policies, processes and standard operating procedures so that work is carried out in a controlled and consistent manner
Help in solving escalated problems and provide needed support for junior team to ensure work is carried out in an efficient manner
Escalate complex problems to the relevant person to ensure cases/issues are closed properly

Communication and Contacs

Desired Candidate Profile

Education

Bachelor s degree in Business Administration, or equivalent is required
Master s degree in Business Administration, or equivalent is preferred

Experience

A minimum of 5 years of relevant experience.

Competencies

Negotiation and Influence - Proficient Quality Management - Advanced Project Management - Advanced Business Excellence - Advanced Change Management - Proficient Professionalism - Proficient Collaboration and Communication - Developing Results Oriented - Proficient Customer Focus - Proficient Enablement of Change and Innovation - Developing