Position Summary
Responsible for developing, implementing, and maintaining comprehensive quality assurance frameworks and policy documentation that ensure all operational processes and services meet international standards and compliance regulations. Enhances the quality and consistency of operations through effective policy development, auditing, continuous improvement initiatives, and regulatory adherence

Primary Duties and Responsibilities
Quality Assurance

Develops, implements, and manages a robust Quality Management System (QMS) in alignment with ISO standards and industry best practices
Reviews quality audits, including internal process reviews and external certification assessments to ensure compliance and identifies areas for improvement
Establishes and monitors Key Performance Indicators (KPIs) and quality metrics to drive operational excellence and measure adherence to service standards
Leads continuous improvement initiatives by analyzing operational data, identifying root causes of deficiencies, and implementing corrective actions
Collaborates cross-functionally to implement quality initiatives and ensure alignment with business objectives
Trains, mentors, and supports staff on quality standards and continuous improvement methodologies
Policies & Procedures

Develops, updates, and maintains comprehensive policies, procedures, and processes documentation to ensure consistency, efficiency, and compliance with regulatory requirements
Conducts regular reviews and updates of policies to reflect changes in regulations, industry trends, and organizational goals
Works closely with department heads to ensure all policies and procedures align with operational goals and promote best practices across the organization
Leads policy rollouts and ensures effective communication and training for employees regarding new or updated policies
Conducts periodic assessments to ensure policy adherence and effective implementation across all operational levels
Serves as the central point of contact for policy-related queries, ensuring clarity and accessibility for all staff
Knowledge, Skills, and Abilities
Qualifications & Skills

University degree in Business Administration, Quality Management, or a related field
Master’s degree is preferable
Certification in Quality Assurance or Process Management (e.g., Six Sigma, ISO certification) is a plus
Technical Skills

Strong knowledge of ISO standards and regulatory compliance requirements
Proven experience in developing and managing policies and procedures
Strong analytical, problem-solving, and project management skills
Relevant Experience

7-10 years in quality assurance, policy management or related operational role, preferably within the financial services or fintech industry