Quality Assurance Manager

Responsibilities:

• Own the quality assurance and internal controls framework for VAS operations, including control standards, audit methodology, checklists and the risk-based audit plan.
• Run the audit and monitoring programme across the network, covering centre audits, process certification, mystery shopping and transaction-level checks.
• Test that key operational controls are working; document and passport handling, cash and payment handling, data protection, access control and process integrity; and report where they are not.
• Manage the non-conformance and corrective action process end to end, making sure findings are owned, closed within agreed timeframes and verified rather than just signed off.
• Report quality and control performance to leadership, including audit results, repeat findings, risk themes and where the network is exposed.
• Prepare for and support external audits and mission or client inspections, and act as the point of contact for quality-related requirements from clients.
• Work with Process Excellence so that recurring findings lead to process redesign rather than repeated corrections at centre level.
• Build quality capability across the network, including training quality focal points in countries and centres and setting consistent standards for local checking.

Education & qualifications:

• Bachelor's degree in business, quality management, audit, risk or a related discipline. Certification such as ISO 9001 Lead Auditor, ISO 27001, CIA or Six Sigma is strongly preferred.

Experience:

• 8+ years in quality assurance, internal audit, controls or compliance, including 3+ years in a management role.
• Proven experience designing and running an audit or quality monitoring programme across multiple sites or countries.
• Strong understanding of operational controls in a document-handling, cash-handling or data-sensitive environment.
• Experience managing non-conformances and corrective actions through to verified closure.
• Experience in visa services, BPO, banking, government services or another regulated, client-audited operation.
• Experience supporting external audits, certification audits or client inspections.
• Strong report writing and the ability to present uncomfortable findings credibly to senior leadership.

Languages:

• Fluent in English (read, write and speak). Arabic or an additional language is an advantage.