The Quality Assurance Officer will be responsible for monitoring, evaluating, and improving administrative processes, services, and outputs. The role ensures compliance with policies, service standards, internal controls, and regulatory requirements while championing continuous improvement initiatives that enhance stakeholder satisfaction and operational efficiency.
Key Responsibilities
- Conduct periodic reviews of administrative processes to ensure compliance with approved policies, procedures, and service standards.
- Monitor adherence to Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
- Identify process gaps, non-compliance issues, and recommend corrective actions.
- Review workflows to identify opportunities for process optimization and automation.
- Conduct root cause analysis of service failures, complaints, and operational errors.
- Monitor vendor performance against agreed service standards and contractual obligations.
- Support internal and external audits through effective documentation and reporting.
- Ensure administrative procedures, SOPs, and policies remain current and properly documented.
- Collect and analyze stakeholder feedback to improve service delivery.
- Prepare quality assurance reports, dashboards, and performance analytics.
- Support quality awareness initiatives and staff training on compliance requirements and service excellence.
Type of Qualification: Bachelor's degree
Field of Study: in Business Administration, Economics, Accounting, Management, or a related discipline.
Experience Required
- 3 years experience in Quality Assurance, Administration, Operations, Audit, Risk Management, Process Improvement, Procurement, or Facility Management.
- Strong analytical, reporting, and problem-solving skills.
- Working knowledge of quality management principles and operational excellence practices.
- Knowledge of SAP or other procurement/enterprise systems.
- Understanding of corporate governance, compliance, and audit frameworks.
- Knowledge of the pension, financial services, or related sectors will be an advantage.
Behavioural Competencies:
- Interacting with People
- Interpreting Data
- Providing Insights
- Team Working
- Upholding Standards
Technical Competencies:
- Data Management (Administration)
- Project Management (Project Mgmt)
- Quality Control
- Quality Management