Quality Assurance Officer at Stanbic IBTC

Job Description

• The Quality Assurance Officer will be responsible for monitoring, evaluating, and improving administrative processes, services, and outputs.
• The role ensures compliance with policies, service standards, internal controls, and regulatory requirements while championing continuous improvement initiatives that enhance stakeholder satisfaction and operational efficiency.

Key Responsibilities

• Conduct periodic reviews of administrative processes to ensure compliance with approved policies, procedures, and service standards.
• Monitor adherence to Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Identify process gaps, non-compliance issues, and recommend corrective actions.
• Review workflows to identify opportunities for process optimization and automation.
• Conduct root cause analysis of service failures, complaints, and operational errors.
• Monitor vendor performance against agreed service standards and contractual obligations.
• Support internal and external audits through effective documentation and reporting.
• Ensure administrative procedures, SOPs, and policies remain current and properly documented.
• Collect and analyze stakeholder feedback to improve service delivery.
• Prepare quality assurance reports, dashboards, and performance analytics.
• Support quality awareness initiatives and staff training on compliance requirements and service excellence.

Qualifications

• Bachelor's Degree in Business Administration, Economics, Accounting, Management, or a related discipline.

Experience Required:

• 3 years experience in Quality Assurance, Administration, Operations, Audit, Risk Management, Process Improvement, Procurement, or Facility Management.
• Strong analytical, reporting, and problem-solving skills.
• Working knowledge of quality management principles and operational excellence practices.
• Knowledge of SAP or other procurement/enterprise systems.
• Understanding of corporate governance, compliance, and audit frameworks.
• Knowledge of the pension, financial services, or related sectors will be an advantage.

Additional Information:
Behavioural Competencies:

• Interacting with People
• Interpreting Data
• Providing Insights
• Team Working
• Upholding Standards

Technical Competencies:

• Data Management (Administration)
• Project Management (Project Mgmt)
• Quality Control
• Quality Management