Operation QA Supervisor

About the role

The Operation QA Supervisor leads quality assurance activities for operational processes, ensuring alignment with internal audit, risk, and regulatory standards. The role involves monitoring performance, conducting inspections, and driving continuous improvement across the organization.

Key responsibilities

• Develop and update QA templates, tools, and frameworks to ensure systematic documentation of data.
• Review and amend operational SLAs, identify compliance gaps, and propose innovative solutions.
• Conduct scheduled inspections, report disparities, and follow up on corrective actions.
• Coordinate with internal and external stakeholders (Internal Audit, Risk, Compliance, Nazaha, Diwan) to consolidate reports and analyze findings.
• Monitor interactions with taxpayers, traders, and brokers to ensure adherence to SLAs and elevate customer satisfaction.

Required profile

• Bachelor’s degree in Business Administration or equivalent (Master’s preferred).
• Minimum 5 years of relevant experience in quality assurance or operational oversight.
• Strong competencies in negotiation, quality management, project management, business excellence, change management, professionalism, collaboration, results orientation, and customer focus.

Required skills

• Quality Management
• Project Management