Operation QA Supervisor

About the Role

The Zakat, Tax and Customs Authority is seeking an Operation QA Supervisor to join their team in Riyadh, Riyadh. This full-time role involves leading work activities autonomously towards predetermined long-term objectives, overseeing the implementation of operational plans, and driving significant improvements to policies, procedures, standards, and reports. The position requires 5-10 years of relevant experience.

Key Responsibilities

The Operation QA Supervisor will be responsible for reviewing internal and external reports from various audit and risk entities to ensure alignment with quality standards, policies, and SLAs. This role also involves monitoring and evaluating overall operations and conducting ad-hoc QA activities as requested by senior management. Day-to-day tasks include managing operations through digital channels, prioritizing actions, and identifying team development needs.

Operational Duties

• Develop and update templates, tools, frameworks, and requirements for systematic data documentation.
• Review and update major QA initiatives, including planning, implementation, and amendments of operational SLAs, and identify ways to minimize compliance gaps.
• Develop quality control plans, schedule inspections, and follow up on proper implementation.
• Conduct periodical meetings with Operations functions to understand processes, review QA operational control mechanisms, and ensure compliance with guidelines and ZATCA’s strategic goals, policies, budget, and SLAs.
• Perform scheduled inspections, highlight and address disparities, and report improvement areas to stakeholders.
• Conduct ongoing QA reviews on operations, processes, and procedures to ensure adequate implementation of standards and plans, reporting issues to relevant stakeholders.
• Coordinate with internal and external stakeholders (Internal Audit, Risk, Compliance, Nazaha, Diwan, etc.) to receive operations reports, consolidate data, analyze disparities, and develop presentations for relevant operations’ units.
• Monitor interactions between taxpayers, traders, brokers, and ZATCA’s operations functions via different channels to ensure adherence with pre-set SLAs, escalating variances, gaps, and recurrent complaints to safeguard customer satisfaction.

Reporting and Support

• Meet with business units to develop corrective action plans for identified QA failures and secure approval from superiors.
• Report technical/operational issues that may affect operations to ensure high-quality standards.
• Develop periodical reports highlighting scheduled and unscheduled inspection findings and recurrent operational issues, dispatching them to relevant stakeholders.
• Develop reports highlighting shortcomings in processes, procedures, and controls resulting from business data monitoring, suggest corrective measures, and monitor proper application.
• Follow all relevant policies, processes, and standard operating procedures to ensure controlled and consistent work execution.
• Assist in solving escalated problems and provide support for junior team members to ensure efficient work.
• Escalate complex problems to the relevant person to ensure proper closure of cases/issues.

Experience Required

Candidates should possess 5-10 years of experience relevant to the responsibilities outlined for this Operation QA Supervisor role.

Work Environment

This is a full-time position based in Riyadh, Riyadh, within the Zakat, Tax and Customs Authority.