Quality Assurance Manager

About the role

This role owns the quality assurance and internal controls framework for VAS operations, covering control standards, audit methodology, checklists and a risk-based audit plan. It runs the audit and monitoring programme across the network and reports quality and control performance to leadership.

Key responsibilities

• 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 work (document and passport handling, cash and payment handling, data protection, access control and process integrity) and report where they fail.
• Manage the non-conformance and corrective action process end to end, ensuring findings are owned, closed within agreed timeframes and verified.
• Report quality and control performance, including audit results, repeat findings, risk themes and network exposure.
• Prepare for and support external audits, mission or client inspections, and act as the point of contact for quality-related client requirements.
• Work with Process Excellence so that recurring findings lead to process redesign rather than repeated corrections.
• Build quality capability across the network by training quality focal points in countries and centres and setting consistent standards for local checking.

Required profile

• 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.
• 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.
• Experience in visa services, BPO, banking, government services or another regulated, client-audited operation.
• Fluent English; Arabic or an additional language is an advantage.

Required skills

• 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 supporting external audits, certification audits or client inspections.
• Strong report writing and the ability to present difficult findings credibly to senior leadership.