Monitoring and QA Lead Specialist

Purpose of Job

Jobholders at this level are responsible for leading work activities and working autonomously with minor direction towards predetermined long-term objectives. Jobholders oversee the implementation of operational plans and the provision of significant improvements to set policies, procedures, standards and reports. Their main operational role includes overseeing the function’s day-to-day operations, providing support when dealing with critical cases, and consolidating periodical reports.

• Prepare and launch customer surveys and employees’ surveys, and document information to ensure compliance with ZATCA’s strategic goals and objectives
• Conduct telephone and mystery shopping visits to identify discrepancies and dispatch to concerned stakeholders for proper and timely resolution
• Launch periodic customer satisfaction surveys in line with set plans and ensure continuous gathering of information to detect gaps and needs
• Document surveys and mystery shopping data, consolidate all data, and report back to Customer experience to ensure proper analysis and integration in future plans
• Monitor branches and ports and conduct periodical inspections to ensure all services provided are in line with ZATCA services policies, quality standards, SLAs, and guidelines
• Monitor e-service and service delivery adherence to the agreed SLA
• Monitor Customer satisfaction and collect customers feedback
• Develop and update controls on different functions, regularly test them to ensure effectiveness and guarantee high end customer experience
• Monitor on-site operations, processes, and procedures to ensure adequate implementation of strategies and plans, and report back any issues with relevant stakeholders
• Report back any technical or operational issues that arise and might affect operations and suggest corrective measures to ensure a high-quality standard of operations
• Conduct periodical scheduled assessment, evaluate alignment to SLAs, highlight and address disparities if any, and report back improvement areas to relevant stakeholders
• Conduct unscheduled assessments of on-site operations to ensure compliance with policies, maintenance high-end customer experience, and implementation of strategic objectives
• Develop periodical reports highlighting e-services provided, operations of call centers, branches with Q-matic systems, branches without Q-matic systems, and reporting back performance gaps identified and customer satisfaction percentages
• 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
• Perform other duties as requested
• Train junior staff on the different job activities to ensure transfer of know-how, when applicable
• Provide clear direction, prioritize tasks, assign and delegate responsibility, and monitor the workflow of subordinates/ junior staff
• Support junior staff or direct reports in order to execute their duties according to set policies and processes

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

An optimal of 8 years of relevant experience, with a preferred 3 years of experience in managerial level

• Business Excellence - Proficient
• Collaboration and Communication - Developing
• Professionalism - Proficient
• Customer Relationship Management - Advanced
• Complaints Management - Proficient
• Results Oriented - Proficient
• Customer Focus - Proficient
• Quality Management - Advanced
• Enablement of Change and Innovation - Developing