Monitoring and QC Supervisor Jobs in Riyadh at Zakat, Tax and Customs Authority

Title: Monitoring and QC Supervisor

Company: Zakat, Tax and Customs Authority

Location: Riyadh

Roles And Responsibilities

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

Experience And Education

minimum of 5 years of relevant experience

Bachelor’s degree in Business Administration or equivalent

Master’s degree in Business Administration or equivalent is preferred

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About Zakat, Tax and Customs Authority