Job Description

Key ResponsibilitiesStrategic Leadership & Governance

Develop and implement a long-term

Quality & Control Strategy

aligned with corporate objectives and RTA requirements. Design, document, and continuously improve operational workflows using the

PDCA (Plan-Do-Check-Act)

methodology. Lead digital transformation initiatives, including

automation and AI-based monitoring and analytics

. Establish and maintain company-wide

policies, SOPs, and Employee Handbook

, ensuring standardization and compliance.
Quality, Compliance & RTA Oversight

Ensure full compliance with

RTA regulations

, internal policies, and legal requirements across all centers. Design and manage

KPIs

for employees, managers, and centers, linking performance to evaluations and decisions. Prepare and submit

monthly and annual quality and compliance reports

to senior management and RTA. Lead internal audits (operational, financial, administrative) and manage corrective action plans.
Operational Control & Monitoring

Oversee the

Control Room & CCTV operations

, ensuring real-time monitoring of service flow, staff behavior, safety, and financial transactions. Supervise field inspection teams, mystery shopper programs, and rapid response support teams. Ensure uninterrupted operations by intervening immediately in case of delays, incidents, or system failures. Monitor POS, cashier activities, attendance, VIP commissions, and financial controls to ensure transparency and accuracy.
Team Leadership & Coordination

Lead and manage multi-site teams including quality controllers, control room officers, inspectors, and mystery shoppers. Conduct daily briefings, task allocation, performance reviews, and coaching. Coordinate closely with

Operations, HR, Finance, IT, Engineering, Marketing, and Legal

departments.
Customer Experience & HSE

Improve customer satisfaction by reducing waiting times and enhancing service consistency. Oversee complaint analysis, service recovery, and continuous improvement initiatives. Implement and enforce

HSE policies

, conduct safety inspections, and investigate workplace incidents.
Reporting & Continuous Improvement

Deliver data-driven insights and actionable recommendations to senior management. Lead

Lean, Kaizen, and continuous improvement programs

across all centers. Conduct annual risk assessments (operational, financial, environmental) and develop mitigation plans.
Qualifications & Experience

Bachelor's degree in Quality Management, Operations, Engineering, Business Administration, or a related field (Master's preferred).

7+ years of progressive experience

in quality management, operational control, compliance, or audit roles. Strong experience working with

government authorities or regulatory bodies

(RTA experience is a major advantage). Proven leadership of large, multi-location teams. Strong background in

KPIs, audits, inspections, SOPs, and performance management

. Experience with

digital transformation, automation, CCTV systems, POS audits, and AI-based monitoring

is highly desirable.
Job Type: Full-time