Lead, Quality Assurance at Green Africa

Qualifications

• BSc or HND in any related field.
• Minimum of 8 years of experience in a quality assurance role, preferably in a fast-paced, technology-driven environment.
• Proven experience developing and implementing quality assurance frameworks.
• Proficiency in Microsoft Excel, PowerPoint, and other data analysis tools.
• Strong analytical and problem-solving skills with attention to detail.
• Demonstrated ability to manage multiple priorities under pressure.
• Excellent communication and interpersonal skills to interact effectively with all levels of the organization.
• Experience with auditing processes and reporting.
• Knowledge of customer service standards and practices.

Job role

• Develop, implement, and manage organization-wide quality assurance processes and frameworks.
• Perform regular audits and quality checks across all departments to ensure adherence to Green Africa’s operational standards and policies.
• Identify key behaviors and process gaps that affect service quality, customer experience, and operational efficiency.
• Establish and monitor Service Level Agreements (SLAs) to ensure timely and effective service delivery across various touchpoints.
• Investigate internal and external complaints, implementing corrective and preventive actions.
• Prepare and deliver detailed reports on quality performance and trends directly to the Senior Leadership.
• Compile and present comprehensive quality reports to Senior Leadership, highlighting findings, trends, and areas for improvement.
• Collaborate with Team Leads to develop training programs that address identified skill gaps and promote continuous improvement.
• Oversee the quality assessment of third-party vendors and partners, ensuring they meet Green Africa’s standards.
• Monitor customer and employee interactions across multiple channels (calls, emails, social media) for compliance with company standards.
• Provide structured feedback and recommendations to teams based on audit findings and performance metrics.
• Ensure compliance during operational disruptions, maintaining high-quality service standards.