Overview
Oversee the quality assurance of services delivered by the Common Services Center (CSC), ensuring all services meet established standards and driving continuous improvement initiatives.
Key Responsibilities
- Define, maintain, and improve quality standards, controls, and procedures.
- Perform regular quality reviews, audits, and spot checks.
- Evaluate service requests, transactions, and case resolutions.
- Promote the use of new technologies like AI for operational efficiency.
- Define Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and Key Performance Indicators (KPIs).
- Identify, collate, and analyze data for performance measurement.
- Create a knowledge repository by documenting Standard Operating Procedures.
- Contribute to risk assessments and internal control frameworks.
- Prepare and present quality reports, dashboards, and analytical insights.
- Support the definition and implementation of governance structures.
- Coordinate service transitions, new service onboarding, and process changes.
- Coordinate with internal stakeholders and external service partners.
- Participate in handling escalated client inquiries and root-cause analysis.
- Collaborate with service owners and operational teams to implement corrective actions.
- Perform other duties as assigned.
Required Experience
At least 7 years of relevant work experience in Operations, Quality Assurance, Administration, Service Delivery, SLAs, Reports, Dashboards. and any other related fields.
Qualifications
Secondary Education in Business Administration, Information Systems, Finance, International Studies and any other related fields.
