Quality Assurance & Process Excellence Specialist

This role will act as a cross-functional quality assurance and project management lead, ensuring operational efficiency, consistency, and high-quality delivery across all functions.

Key Responsibilities

Process Implementation & Quality Assurance

• Ensure proper implementation of standardized processes across all departments.
• Monitor adherence to approved workflows, SLAs, KPIs, and internal policies.
• Identify process gaps, inefficiencies, and risks, and propose corrective actions.
• Conduct regular process audits and quality checks.
• Document and continuously update SOPs and best practices.
• Act as a project manager for internal and cross-functional initiatives.
• Manage timelines, deliverables, dependencies, and stakeholders.
• Coordinate teams to ensure smooth execution of projects.
• Track project performance, risks, and outcomes.
• Track operational KPIs related to quality, turnaround time, and compliance.
• Analyze performance data and identify improvement opportunities.
• Prepare regular reports and dashboards for management.
• Monitor service quality to ensure SLA and contractual compliance.
• Support resolution of service-related issues and escalations.
• Participate in service reviews and client feedback analysis.
• Bachelors degree in Business Administration, Accounting, Engineering, Data Analytics, or a related field.
• Proven experience in Quality Assurance, Process Improvement, Operations, Project Management, or Data Analysis.
• Strong understanding of process design, SOPs, and operational workflows.
• Project management skills with the ability to manage cross-functional initiatives.
• Strong analytical, reporting, and documentation skills.
• Excellent communication, problem-solving, and stakeholder management abilities.
• Excellent English communication.

Project Managements

Data Analysis & Reporting

Client Satisfaction & Retention

Qualifications & Skills

Key Competencies

• Process Excellence
• Quality Management
• Project Management
• Client Experience & Retention
• Data-Driven Decision Making
• Cross-Functional Coordination