Overview
Monitoring and QA Specialist Jobs in Saudi Arabia at Zakat, Tax and Customs Authority
Title: Monitoring and QA Specialist
Company: Zakat, Tax and Customs Authority
Location: Saudi Arabia
Purpose of JobJobholders at this level carry out specific tasks independently but are subject to close supervision. They research, collect and analyze information, draft reports and documents, participate in specific meetings and develop their own professional expertise. They undertake simple operational activities including conducting telephone and mystery shopping visits, documenting surveys and mystery shopping data, and conducting scheduled and unscheduled assessments.
Job Responsibilites
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
Job Details
Communication and Contacs
Eductaion
Bachelor’s degree in Business Administration or equivalent
Experience
0-2 years of relevant experience
Competencies
Communication – Developing
Professionalism – Developing
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