Quality Assurance Officer

Job Purpose

• To serve as the operational backbone of the Quality Assurance and Control function, responsible for reviewing business processes end to end, identifying inefficiencies, and driving process optimization across the organization.
• This role ensures that processes are efficient, well-documented, consistently followed, and continuously improved, supporting the delivery of a high-quality customer experience within the travel and tourism industry.

Key Responsibilities
Process Review & Optimization:

• Review business processes end to end to identify bottlenecks, redundancies, and operational inefficiencies.
• Design and recommend process improvements, redesigns, and optimization initiatives to enhance efficiency and effectiveness.
• Map current-state and future-state processes to support continuous improvement efforts.
• Ensure processes are accurately documented, standardized, and consistently followed across teams.

Quality Management Systems:

• Develop, implement, and maintain quality management systems in line with ISO 9001:2015 standards.
• Plan and conduct internal QMS audits to verify compliance and identify non-conformities.
• Track corrective and preventive actions (CAPA) through to closure.
• Prepare for and support external ISO certification and surveillance audits.

Quality Assurance & Monitoring:

• Monitor adherence to policies, procedures, and Standard Operating Procedures (SOPs).
• Conduct quality reviews and audits across operational and customer-facing processes.
• Prepare and present quality performance reports and exception reports to management.
• Evaluate the effectiveness of controls and quality checkpoints, and recommend enhancements.

Policy & SOP Development:

• Draft, review, and update policies, procedures, and SOPs.
• Research industry best practices and regulations to inform policy updates.
• Consult with business units to ensure policies are practical, enforceable, and process-aligned.
• Maintain a central repository of policies and SOPs with version control.

Continuous Improvement Culture:

• Foster a culture of continuous improvement across the organization.
• Train and coach teams on quality standards, process discipline, and improvement methodologies.
• Lead root-cause analysis on recurring process or quality issues.

Mentoring:

• Provide guidance and oversight to junior QA/process team members.
• Support the professional development of the team.
• Build a strong, capable, and resilient QA function.

Qualifications & Experience

• Education: Bachelor's Degree in Business Administration, Quality Management, or a related field. ISO 9001:2015 Quality Management Systems (QMS) Auditor certificate is required. Other professional certifications (CIA, ACCA, ACA, CISA, CQA) are an advantage.
• Experience: 5–7 years of solid quality assurance work history, including end-to-end process review and process optimization. Experience in the travel or tourism industry is strongly preferred; candidates without direct tourism experience must demonstrate a clear working knowledge of the industry.
• Skills: Strong knowledge of quality management systems and process optimization methodologies. Strong analytical, investigative, and problem-solving skills. Excellent report writing and communication skills. Ability to influence and collaborate with stakeholders at all levels.

Key Competencies:

• Strong ethical standards and integrity.
• Attention to detail and accuracy.
• Ability to work independently and lead process reviews.
• Proactive and solution-oriented mindset.
• Strong organizational and time management skills.

Application Closing Date
9th October, 2026.

Method of Application
Interested and qualified candidates should send their updated CV to: using the Job title as the subject of the email.

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