مشرف ضمان جودة العمليات

Purpose of Job

Jobholders at this level are responsible for leading work activities and working autonomously with minor direction towards predetermined long-term objectives.
Jobholders oversee the implementation of operational plans and the provision of significant improvements to set policies, procedures, standards and reports.
Their main operational role includes reviewing internal and external reports from internal audit, risk, Diwan, Nazaha, etc. ensuring alignment with quality standards, policies and SLAs, monitoring and evaluating overall operations and conducting ad-hoc QA activities requested by senior managers. In addition of managing day-day tasks through digital channel, planning and prioritizing tasks and related actions, and finally identifying development and training needs to the team, and providing guidance and support.

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

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