Job Description

• Conduct routine, systematic quality reviews across operational processes to ensure compliance with approved standards, internal policies and regulatory requirements.
• Identify non‑conformances, defects, and process deviations, documenting findings with clarity, accuracy and actionable detail.
• Maintain up‑to‑date quality records, assessment outcomes and audit trails to support governance and reporting requirements.
• Analyse recurring quality issues, emerging trends and root causes, and escalate insights to management for decision‑making and process optimisation.
• Prepare clear, concise quality reports, dashboards and summaries for operational teams and leadership.
• Support the implementation of continuous improvement initiatives aimed at reducing defects, enhancing process efficiency and improving customer outcomes.
• Participate in testing and validation of new processes, systems or changes to ensure quality implications are identified before rollout.
• Provide direct feedback, coaching and guidance to frontline staff to help correct errors, reinforce best practices and strengthen process adherence.
• Ensure operational teams understand quality standards and consistently apply them in day‑to‑day activities.
• Serve as a liaison between operational teams, quality governance bodies and leadership by communicating insights, risks and improvement opportunities.
• Maintain and update quality documentation (e.g., checklists, scoring guides, assessment templates) to ensure alignment with changing processes.
• Support calibration activities to ensure consistent scoring and interpretation of quality outcomes across assessors and business units.
• Apply recognised quality methodologies including root‑cause analysis and continuous improvement frameworks to strengthen the integrity of quality findings.
• Gather and analyse customer feedback, survey results and related data to identify service gaps, trends and improvement opportunities.
• Support market and competitor analysis where customer experience or quality implications exist.
• Contribute to aligning operational processes with customer expectations and internal service standards.
• Identify potential risks, control weaknesses or process inefficiencies and recommend corrective actions.
• Support monitoring activities that ensure compliance with internal governance, risk management policies and applicable regulatory requirements.
• Promote a culture of proactive risk awareness and quality consciousness within operational teams.
• Monitoring Interactions:Regularly reviewing interactions, to assess agent performance against established criteria. This helps identify adherence to scripts, proper handling of issues, and overall client service effectiveness.
• Performance Analysis: Analysing data from monitored interactions, alongside key performance indicators (KPIs), to spot trends, recurring issues, and areas needing attention

Important Closing Date Note

Take note that applications will not be accepted on the below date and onwards, kindly submit applications ahead of the closing date indicated below.