مدير ضمان الجودة

Purpose of Job

The job holder is responsible for guiding quality assurance and revenue assurance strategic plan, initiatives, projects, objectives and KPIS, developing revenue and quality assurance policies, procedures, guidelines, manuals, and forms, building communication processes with relevant stakeholders, monitoring and evaluating QA inspections and revenue assurance reviews, re-engineering current process by automating related services and providing guidance and support for corrective actions in line with ZATCA’s overall objectives and quality standards.

Job Resposiblites

• Contribute to the development of Monitoring & QA business plan ensuring alignment with ZATCA strategy
• Develop the operational plan for Quality Assurance in line with Monitoring & QA business plan and Operations strategic plan

• Discuss Service Quality Assurance budgeting requirements with top management and provide input to the budgeting process
• Ensure effective utilization of Quality Assurance budget, and report accurately on progress made and challenges encountered

• Research/ benchmark best practices model to improve and enhance current situation
• Develop and update Quality Assurance Policies, procedures, guidelines, manuals, assessment plans, and forms to ensure uniform implementation of ZATCA’s objectives and strategic goals
• Build and maintain communication processes, protocols, and procedures to facilitate interaction between Quality Assurance and Operations Development function and relevant stakeholders to facilitate corrective action plans’ implementation
• Conduct impact studies, scenario analysis and simulations following global, local managerial, and legal changes to measure financial impact on ZATCA’s revenues and operations

• Monitor scheduled and unscheduled QA inspections and assessment plans, analyze performance data to identify leakage, control challenges, and possible operational change opportunities and develop reports underlining potential future risks and gaps
• Assist senior management and financial committee in forecasting tax and customs revenues and related budgets, monitor revenue collections across ZATCA’s revenue sources and assess the level of collection against defined KPIs
• Ensure the re-engineering of current process by providing best practices of automated services

• Direct the development and implementation of oversight controls on business operations, processes, and procedures to ensure that to ensure adequate implementation of standards and safeguard ZATCA’s revenues
• Review the analysis of internal and external stakeholders’ reports (Internal Audit, Risk, Compliance, Nazaha, Diwan, etc.) to highlight disparities and ensure communication with relevant operations’ units
• Monitor QA operations’ assessments (technical, operational, cross-functional, etc.) to identify additional inefficiencies and provide advice for improvements
• Monitor complaints’ root cause analysis and related investigations and collaborate with internal functions for the development of corrective actions
• Review and evaluate periodical performance reports, identify gaps and improvement areas, and report back to relevant stakeholders

• Follow-up on updates in regulatory, social and economic environment to assess impact on ZATCA’s revenues and operations and dispatch observations and analysis to relevant stakeholders

• Participate in the identification and recruitment of key talent
• Guide, mentor and support direct reports in order to execute duties according to set policies and processes

Education

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

Experience

• An optimal of 8 years of relevant experience, with a preferred at least 3 years of experience in managerial level

Competencies

Strategic and Business Planning - Advanced

Quality Management - Advanced

Policy Making - Advanced

Data Analytics - Advanced

Business Excellence - Advanced

Change Management - Advanced

Professionalism - Proficient

Collaboration and Communication - Proficient

Results Oriented - Proficient

Customer Focus - Proficient

Enablement of Change and Innovation - Proficient

Leading by Example - Proficient

Strategic Thinking - Developing

Operational Excellence - Developing

Develop Teams - Proficient