Quality Assurance Specialist

2 days ago

Manama, Manama, Bahrain beBeeQualityAssurance Full time 90,000 - 120,000

We are looking for a Quality Assurance Lead to develop and implement strategies for quality excellence and compliance across Operations and Technology departments.

The successful candidate will be responsible for fostering a culture of quality, driving continuous improvement, and ensuring adequate measurement and monitoring. Key objectives include:

  • Developing policies, processes, procedures, standards, and management systems based on industry best practices and frameworks within Operations and Technology departments.
  • Designing quality assurance plans and conducting regular quality reviews and assessments of service delivery activities and work products. Identifying areas of weakness and opportunities for improvement.
  • Preparing and presenting assessment reports, recommendations, or alternatives addressing existing or potential weaknesses in services and processes across Operations and Technology departments.
  • Institutionalizing best practices across the department. Regularly assessing staff adherence to policies, processes, and procedures, and providing guidance and mentoring to ensure compliance.
  • Preparing and presenting cases for process or service changes, including benefits, resource requirements, ROI/ROV, timeline, and impact on services.
  • Implementing and maintaining a Quality Management System aligned with the ISO 9001 standard.
  • SUPPORTING THE COLLECTION OF SERVICE, PROCESS, PARTNER, AND PEOPLE METRICS. ESTABLISHING KEY PERFORMANCE INDICATORS (KPIs) AND TARGETS FOR EACH PROCESS IN ACCORDANCE WITH INDUSTRY BEST PRACTICES FOR SERVICE DELIVERY. REGULARLY MONITORING PERFORMANCE REPORTS AND PROVIDING RECOMMENDATIONS FOR CORRECTIVE AND PREVENTIVE ACTIONS. FOLLOWING UP TO ENSURE GAPS AND NON-CONFORMITIES ARE ADDRESSED.
  • PREPARING TRAINING MATERIALS AND PLANS, AND CONDUCTING AWARENESS SESSIONS AND TRAINING ON PROCESS RELEASES, CHANGES AND IMPROVEMENTS, QUALITY STANDARDS, MANAGEMENT SYSTEMS, AND TOOLS.
  • PROMOTING A SERVICE QUALITY-ORIENTED CULTURE ACROSS OPERATIONS AND TECHNOLOGY DEPARTMENTS. FOSTERING A CUSTOMER-CENTRIC APPROACH THAT ENHANCES THE OVERALL CUSTOMER EXPERIENCE.
  • DEVELOPING AND IMPLEMENTING METHODS TO RECORD, ASSESS, AND ANALYZE CUSTOMER PERCEPTIONS.
  • MANAGING AND SUPPORTING KEY PROJECTS AND INITIATIVES WITHIN OPERATIONS AND TECHNOLOGY DEPARTMENTS.
  • ACTIVELY SEEKING STANDARDIZATION AND AUTOMATION AND APPLYING AND IMPLEMENTING BEST PRACTICES.

Required Skills and Qualifications

Key Requirements:

  • A university degree preferably in Information Technology, Computer Science or related subjects.
  • Relevant professional certification such as CISA/CIA is an added advantage.

Work Experience:

  • Minimum of 5 years of related experience in a quality management position focused on operations and technology.

Education and Certifications:

  • Bachelor's degree in quality management, information technology, business administration, or equivalent fields.
  • Related professional intermediate certifications, e.g., ITIL, COBIT, CGEIT, CISA, ISO 9001 Lead Auditor, or other relevant certificates.

Knowledge/Skills/Attributes:

  • Leadership and management skills.
  • Strong communication and negotiation skills.
  • Ability to work well under pressure and take quick decisions in critical situations.
  • Ability to work towards very short deadlines.
  • Analytical thinking skills.
  • Good technical skills.
  • Structured and organized approach.
  • Advanced knowledge of ISO-certified management systems.
  • Good knowledge of PCI DSS, Visa, AMEX, and MasterCard regulations.
  • Excellent inter-relationship management skills.
  • Knowledge of AFS business, processes, products, and services.

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