Operation QA Supervisor

Role purpose

Quality assurance and operations

• Develop and update templates, tools, frameworks, and requirements for systematic and consistent data documentation.
• Review QA initiatives and operational SLAs, and identify ways to reduce compliance gaps.
• Develop quality-control plans and scheduled inspections, and follow up on implementation.
• Meet with operations functions to review processes and update QA controls against guidelines, strategic goals, policies, budgets, and SLAs.
• Conduct inspections, identify disparities, and report improvement areas to stakeholders.
• Review operations, processes, and procedures for compliance with standards and plans, and report issues.
• Coordinate with audit, risk, compliance, and other stakeholders to consolidate reports, analyze disparities, and present observations to operations units.
• Monitor taxpayer, trader, and broker interactions across channels for SLA compliance; escalate variances, gaps, and recurring complaints.
• Work with business units on corrective action plans for QA failures and submit them for approval.
• Prepare periodic reports on inspection findings, operational issues, and control shortcomings; recommend corrective measures and monitor follow-through.
• Follow policies, processes, and standard operating procedures, and report technical or operational issues affecting quality.
• Support junior team members, help resolve escalated problems, and escalate complex cases appropriately.

Education and experience

• A bachelor’s degree in Business Administration or equivalent is required.
• A master’s degree in Business Administration or equivalent is preferred.
• At least 5 years of relevant experience is required.

Competencies

• Listed competencies include negotiation and influence, quality management, project management, business excellence, change management, professionalism, collaboration and communication, results orientation, customer focus, and enabling change and innovation.