Quality Supervisor

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