Overview
The Quality Assurance Officer will support the monitoring and implementation of proactive and systematic quality assurance activities across all services delivered by the CSC. The role will ensure compliance with Service Level Agreements (SLAs), consistency in service delivery, client satisfaction, and the adequacy and effectiveness of risk management, issue resolution, and continuous improvement systems.
Tasks Summary
- Develop and maintain operational KPIs to track response time, resolution time, and process cycle times against the SLA.
- Implement a balanced scorecard approach to monitor performance across efficiency, quality, cost, and client satisfaction.
- Coordinate and lead monthly performance review sessions.
- Prepare and disseminate quarterly performance reports.
- Design and implement Customer Satisfaction surveys.
- Analyze feedback to identify trends and service improvement opportunities.
- Conduct post-service follow-ups to gather insights and ensure client satisfaction.
- Facilitate monthly client feedback sessions.
- Serve as the primary point of contact for client concerns and ensure timely resolution.
- Build strong, trust-based relationships with clients.
- Lead collaborative SLA development with clients.
- Organize and conduct monthly joint performance reviews.
- Maintain open communication channels for updates, feedback, and issue resolution.
- Collaborate with internal teams to implement client-driven innovations.
- Identify opportunities for greater efficiency and value for money.
- Conduct root cause analysis to address inefficiencies and enhance service delivery.
- Benchmark CSC performance against other centres and industry standards.
- Assess completeness, adequacy and compliance of work processes in operations.
- Ensure standard operating procedures (SOPs) are kept up to date.
- Implement a risk-based system to periodically review operations activities.
- Maintain a system to document and report weaknesses in internal controls.
- Participate and contribute in office internal and external audits.
- Assist in the identification of operational risks and weaknesses and make recommendations to mitigate them.
- Assist in managing the CSC risks through eGRC.
Experience Requirements
- At least 1 year of relevant work experience in audit, internal controlling, operations, or management and oversight at the international and/or in a developing country is required.
- Experience in the use of computers and office software packages (MS Word, Excel, etc) and advance knowledge of spreadsheet and database packages and such certifications are an asset.
- Experience in handling web-based management systems and ERP financials, preferably SAP is an asset.
- Relevant experience in monitoring and evaluation, customer relationship management, operational performance management, KPIs and risk management is an asset.
- Ability to analyze feedback and translate insights into actionable improvements is highly desirable.
- Experience with Service Level Agreements (SLA) development and performance monitoring is an asset.
Qualification Requirements
• First University degree in one of the following areas is required: Business Administration/Management, Financial Management, Accounting, Public Finance or any other related fields
