Quality Assurance and Compliance Lead

4 days ago


Manama, Manama, Bahrain Non-disclosed Full time

The Quality Assurance and Compliance Lead will be responsible for developing and implementing policies, processes, and standards that ensure exceptional service delivery and compliance across the Operations and Technology departments.

Main Objectives:
  1. Policies Development: Develop, document, and establish policies, processes, procedures, and management systems based on industry best practices and frameworks within the Operations and Technology departments.
  2. Quality Assurance Reviews: Conduct periodic quality assurance reviews and assessments of service delivery activities and work products. Document and communicate areas of weakness and opportunities for improvement.
  3. Assessment Reports: Prepare and present assessment reports, recommendations, or alternatives that address existing or potential weaknesses in services and processes across the Operations and Technology departments.
  4. Staff Guidance: Provide guidance and mentoring to ensure staff adherence to policies, processes, and procedures.
  5. Process Changes: Prepare and present cases for process or service changes, including benefits, resource requirements, ROI/ROV, timeline, and impact on services.
  6. ISO 9001 Standard: Implement and maintain a Quality Management System in line with the ISO 9001 standard.
  7. Performance Monitoring: Monitor performance reports and provide recommendations for corrective and preventive actions.
  8. Training and Awareness: Conduct awareness sessions and training on process releases, changes, and improvements, quality standards, management systems, and tools.
  9. Culture Enhancement: Promote a service quality-oriented culture across the Operations and Technology departments. Foster a customer-centric approach that enhances the overall customer experience.
  10. Customer Feedback: Develop and implement methods to record, assess, and analyze customer perceptions.


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