Operation QA Supervisor

About the Role
Jobholders at this level are responsible for leading work activities and working autonomously with minor direction towards predetermined long-term objectives. They oversee the implementation of operational plans and the provision of significant improvements to set policies, procedures, standards, and reports. Their main operational role includes reviewing internal and external reports from internal audit, risk, Diwan, Nazaha, etc., ensuring alignment with quality standards, policies, and SLAs, monitoring and evaluating overall operations, and conducting ad-hoc QA activities requested by senior managers. Additionally, they manage day-to-day tasks through digital channels, plan and prioritize tasks and related actions, and identify development and training needs for the team while providing guidance and support.

Job Responsibilities

• Develop and update templates, tools, frameworks, 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 schedule inspections, following up on proper implementation.
• Conduct periodical meetings with Operations functions to gain additional understanding of processes, review and update QA operational control mechanisms, and ensure compliance with the latest guidelines and the company's strategic goals, policies, budget, and SLAs.
• Conduct scheduled inspections, highlight and address any discrepancies, and report back on improvement areas to relevant stakeholders.
• Perform ongoing QA reviews on operations, processes, and procedures to ensure adequate implementation of standards and plans, reporting 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, and the company’s operations functions via different channels to ensure adherence to pre-set SLAs, while escalating identified variances, gaps, and recurrent complaints to safeguard customer satisfaction.

Job Details

• Meet with business units to develop corrective action plans for identified QA failures and forward to superiors for approval.
• Report back any technical or operational issues that arise that might affect operations to ensure high-quality standards.
• Develop periodic reports highlighting scheduled and unscheduled inspection findings, as well as recurrent operational issues, and dispatch them to relevant stakeholders.
• Develop reports highlighting shortcomings in processes, procedures, and controls resulting from business data monitoring, suggesting corrective measures and monitoring proper application.
• Follow all relevant policies, processes, and standard operating procedures to ensure work is carried out in a controlled and consistent manner.
• Help solve escalated problems and provide needed support for junior team members to ensure work is carried out efficiently.
• Escalate complex problems to the relevant person to ensure cases/issues are closed properly.

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