Quality Assurance Manager

We are recruiting a Quality Assurance Manager to develop and implement policies, processes, and standards to ensure service excellence and compliance across the Operations and Technology departments. The role holder will be empowered to foster a quality-oriented culture, drive continuous improvement, adequate measurement and monitoring, and support key projects and initiatives. Main objectives of the role include :

▪ Develop, document, and establish policies, processes, procedures, standards, and management systems based on industry best practices and frameworks within the Operations and Technology departments.

▪ Develop quality assurance plans and conduct periodic quality assurance reviews and assessments of service delivery activities and work products. Document and communicate areas of weakness and opportunities for improvement.

▪ Prepare and present assessment reports, recommendations, or alternatives that address existing or potential weaknesses in services and processes across the Operations and Technology departments.

▪ Institutionalize practices across the department. Regularly assess staff adherence to policies, processes, and procedures, and provide guidance and mentoring to ensure compliance.

▪ Prepare and present cases for process or service changes, including benefits, resource requirements, ROI / ROV, timeline, and impact on services.

▪ Implement and maintain a Quality Management System in line with the ISO 9001 standard.

▪ Support the collection of service, process, partner, and people metrics. Ensure the establishment of Key Performance Indicators (KPIs) and targets for each process in accordance with industry best practices for service delivery. Regularly monitor performance reports and provide recommendations for corrective and preventive actions. Follow up to ensure gaps and non-conformities are addressed.

▪ Prepare training materials and plans, and conduct awareness sessions and training on process releases, changes and improvements, quality standards, management systems, and tools.

▪ Promote a service quality-oriented culture across the Operations and Technology departments. Foster a customer-centric approach that enhances the overall customer experience.

▪ Develop and implement methods to record, assess, and analyze customer perceptions.

▪ Manage and support key projects and initiatives within the Operations and Technology departments.

▪ Actively seek standardization and automation and apply and implement best practices.

▪ Conduct tasks and assignments designated by the Head of Quality Assurance.

Education / Certifications :

• A university degree preferably in Information Technology, Computer Science or related subjects.
• Relevant professional certification such as CISA / CIA are an added advantage.

Experience :

Education and Certifications :

Knowledge / Skills / Attributes :