Quality Assurance Director

About the Role

The Zakat, Tax and Customs Authority in Riyadh is seeking a Quality Assurance Director for a full-time position. This role is central to guiding the strategic plan, initiatives, projects, objectives, and KPIs related to quality assurance and revenue assurance. The Director will be responsible for developing comprehensive policies, procedures, guidelines, manuals, and forms, establishing communication processes with stakeholders, and overseeing QA inspections and revenue assurance reviews.

Role Purpose and Impact

The Quality Assurance Director plays a critical role in enhancing ZATCA's operational efficiency and safeguarding its revenues. This involves re-engineering current processes through automation and providing essential guidance and support for corrective actions. The position ensures alignment with ZATCA’s overall objectives and quality standards, contributing significantly to the authority's strategic goals.

Key Responsibilities

• Contribute to the development of the Monitoring & QA business plan, ensuring alignment with ZATCA strategy.
• Develop the operational plan for Quality Assurance in line with the 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 the Quality Assurance budget and report accurately on progress and challenges.
• Research and benchmark best practice models to improve and enhance current processes.
• Develop and update Quality Assurance policies, procedures, guidelines, manuals, assessment plans, and forms.
• Build and maintain communication processes, protocols, and procedures to facilitate interaction with relevant stakeholders.
• Conduct impact studies, scenario analysis, and simulations to measure financial impact on ZATCA’s revenues and operations.
• Monitor scheduled and unscheduled QA inspections, analyze performance data, and develop reports on risks and gaps.
• Assist senior management in forecasting tax and customs revenues and monitoring collections against KPIs.
• Ensure the re-engineering of current processes by providing best practices for automated services.
• Direct the development and implementation of oversight controls on business operations.
• Review internal and external stakeholders’ reports to highlight disparities and ensure communication with operational units.
• Monitor QA operations’ assessments to identify inefficiencies and advise on improvements.
• Monitor complaints’ root cause analysis and collaborate on corrective actions.
• Review and evaluate periodical performance reports, identify gaps, and report to stakeholders.
• Follow up on regulatory, social, and economic updates to assess impact on ZATCA’s revenues and operations.
• Participate in the identification and recruitment of key talent.
• Guide, mentor, and support direct reports to ensure duties are executed according to policies and processes.

Qualifications and Experience

• A minimum of 10 years of experience in a relevant field.
• Demonstrated ability to develop and implement strategic plans for quality and revenue assurance.
• Proven experience in developing policies, procedures, and guidelines.
• Strong background in monitoring and evaluating operational performance and implementing corrective actions.

Work Environment

This full-time position is based in Riyadh, Riyadh, within the Zakat, Tax and Customs Authority. The role involves working collaboratively with various internal functions and external stakeholders to achieve organizational objectives and maintain high standards of quality and revenue assurance.

Application Information

The salary for this position will be disclosed during the interview process. Qualified candidates are encouraged to apply.