Operation QA Section Manager

Purpose of Job

The job holder is responsible for developing QA plans, monitoring and evaluating QA inspections’ results, to ensure all services provided and all operations conducted are in line with ZATCA’s overall objectives and quality standardsو, also he’s responsible of re-engineering current process by automating related services and developing corrective actions and relevant solutions for identified gaps in line with approved policies, procedures, guidelines and quality metrics.

Job Responsibilities

Strategy and Planning

•    Implement and ensure the achievement of ZATCA's strategy, aspirations and Operation QA specific objectives
•    Provide input to identify Operation QA required projects to meet future demands
•    Implement plans and provide input to enable achievement of Operation QA goals that support ZATCA’s overall strategic plans

Budget Management 

•    Participate in Operation QA annual budgeting cycle and process
•    Manage Operation QA efficiently and within budget, and report accurately on progress made and challenges encountered

Quality Assurance Planning

•    Research/ benchmark best practices model to improve and enhance current situation
•    Follow on the latest developments in the field of quality assurance methods in order to integrate and implement international best practices in daily operations
•    Define and update working approach to ensure alignment with service charters, service catalogues, quality metrics and SLAs 
•    Review and approve QA plans based on historical results, new updates in operations’ KPIs, SLAs and service quality metrics and ensure alignment with operational objectives and targets 
•    Oversee the development of framework, templates, tools, and requirements to ensure effectiveness, uniformity, and adequacy of QA reviews
•    Review QA schedules and follow up on implementation to ensure work is carried out in a controlled manner
•    Build and maintain communication processes, protocols, and procedures to facilitate interaction between Service Quality Assurance and Improvement function and relevant stakeholders
•    Maintain synergies with internal departments to facilitate the implantation of quality assurance activities and controls 

QA Monitoring and Feedback

•    Monitor scheduled and unscheduled inspections and assessment plans, review findings and results, and report improvement areas to ensure efficiency of operations
•    Ensure the re-engineering of current process by providing best practices of automated services
•    Monitor quality assurance performance through digital channels
•    Monitor the proper implementation of QA tests on operations, processes, and procedures to ensure adequate implementation of standards and plans, and report identified issues to relevant stakeholders 
•    Review analysis of  internal and external stakeholders’ reports (Internal Audit, Risk, Compliance, Nazaha, Diwan, etc.) to approve  team observations and disparities found  and ensure communication with relevant operations’ units 
•    Provide support on critical cases and coordinate with relevant stakeholders to ensure proper and timely resolution of issues
•    Assess operational data, investigate customer complaints to assess root cause and develop corrective measures for quality problems
•    Review and evaluate periodical reports, identify gaps and improvement areas, and communicate with related functions for corrective actions’ implementation
•    Follow up on operations’ assessments (technical, operational, cross-functional, etc.) to identify additional inefficiencies and  provide input regarding improvements 
•    Review reports highlighting shortcomings in process, procedures and controls resulting from business data monitoring, to endorse corrective measures and communicate with relevant entities to secure approval
 

Job Details

Communication and Contacs

Education

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

Experience

An optimal of 7 years of relevant experience, with a preferred 2 years of experience in managerial level

Competencies