Overview
The Senior Process and Quality Assurance Associate contributes to strengthening operational efficiency, service quality, and performance monitoring within a service delivery environment. The position operates at the interface between business operations and systems, supporting the development, standardization, monitoring, and continuous improvement of end-to-end processes.
Key Responsibilities
- Map and document end-to-end business processes, including workflows, roles and responsibilities, system interfaces, and control points.
- Maintain and update process documentation.
- Analyse existing workflows and identify inefficiencies, bottlenecks, and areas for improvement.
- Propose and support the implementation of practical solutions to simplify, streamline, and enhance processes.
- Support the implementation of quality control mechanisms.
- Conduct periodic reviews and checks to assess adherence to established procedures.
- Assist in the development of standard operating procedures (SOPs).
- Monitor service level agreements (SLAs), KPIs, and operational performance indicators.
- Analyse performance data.
- Prepare reports, summaries, and dashboards.
- Liaise with operational units and technical teams.
- Support testing, validation, and updates related to system-enabled processes.
- Maintain organized and up-to-date documentation of processes, procedures, and quality standards.
- Contribute to knowledge-sharing initiatives and support capacity building.
Required Experience
- Experience in process mapping, workflow analysis, or business process improvement.
- Experience in quality control, quality assurance, or compliance monitoring.
- Experience in monitoring service performance, including SLAs or KPIs.
- Experience working with enterprise systems (ERP or similar) and understanding their role in business process execution.
- Experience in data analysis and reporting is an advantage.
- Experience working in an international, multicultural environment is an advantage.
Qualifications
- Bachelor’s degree in Business Administration, Information Systems, Operations Management, or a related field from an accredited academic institution with four (4) years of relevant professional experience.
- OR
- High school diploma with six (6) years of relevant experience.
- Certification in Six Sigma, Kaizen, Lean, Agile, or any similar process improvement methodologies.
