Quality Assurance Officer

About the role

The Quality Assurance Officer monitors, evaluates and improves administrative processes, services and outputs at Stanbic IBTC Pension Managers. The role ensures compliance with policies, service standards, internal controls and regulatory requirements, and champions continuous improvement to boost stakeholder satisfaction and operational efficiency.

Key responsibilities

• Review administrative processes periodically 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 and non-compliance issues and recommend corrective actions.
• Review workflows for optimization and automation opportunities.
• Carry out 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.
• Keep administrative procedures, SOPs and policies current and properly documented.
• Collect and analyse stakeholder feedback to improve service delivery.
• Prepare quality assurance reports, dashboards and performance analytics.
• Support quality awareness initiatives and staff training on compliance and service excellence.

Required profile

• Bachelor's degree in Business Administration, Economics, Accounting, Management or a related discipline.
• 3 years of experience in Quality Assurance, Administration, Operations, Audit, Risk Management, Process Improvement, Procurement or Facility Management.
• Strong analytical, reporting and problem-solving skills.
• Knowledge of quality management principles and operational excellence practices.
• Understanding of corporate governance, compliance and audit frameworks.
• Knowledge of the pension, financial services or related sectors is an advantage.

Required skills

• Working knowledge of SAP or other procurement/enterprise systems.
• Data management (administration), project management, quality control and quality management.