Operation QA Supervisor

Zakat, Tax and Customs Authority; Riyadh; On-site; SAR 180,000 - 300,000; Full time

Job summary

Zakat, Tax and Customs Authority seeks an experienced QA professional to lead quality assurance across operations. You will develop templates, tools, and frameworks ensuring uniform data documentation and updated operational SLAs supporting strategic goals.

You will conduct audits, inspections, and reporting, coordinate with internal and external stakeholders, and monitor interactions with taxpayers and traders to improve customer satisfaction and compliance outcomes.

Qualifications

• Minimum 5 years of relevant experience.
• Bachelor's degree in Business Administration or equivalent required.
• Master's degree preferred.

Responsibilities

• 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 meetings with Operations functions to review QA control mechanisms and ensure compliance with guidelines, budgets, SLAs, and strategic goals.
• Coordinate with internal and external stakeholders to receive operations reports, consolidate data, analyze disparities, and prepare presentations.
• Monitor interactions between taxpayers, traders, brokers, etc., to ensure adherence to SLAs and elevate variances and complaints.

Skills

Negotiation

Quality Management

Project Management

Business Excellence

Change Management

Professionalism

Collaboration

Communication

Results Oriented

Customer Focus

Education

Bachelor's degree in Business Administration

Master's degree in Business Administration

Job description

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 and elevate 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

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 - Advanced
• Professionalism - Proficient
• Collaboration and Communication - Developing
• Results Oriented - Proficient
• Customer Focus - Proficient
• Enablement of Change and Innovation - Developing