Senior Quality Specialist

Role Overview

You will act as the go-to person for all quality-related matters, taking independent charge of audits, assurance reviews, and continuous improvement efforts across service operations. Your work will directly support the organisation’s ability to hit performance targets, keep processes compliant, and scale efficiently without sacrificing quality. You will also own the knowledge management environment, making sure colleagues can find, use, and contribute to reliable documentation and lessons learned.

Key Responsibilities

• Monitor service performance against agreed targets, using data to spot risks, recommend corrective actions, and alert stakeholders early to potential SLA breaches.
• Conduct structured quality assurance reviews across projects and operations, documenting findings, tracking corrective actions, and verifying that fixes are implemented effectively.
• Build and update quality documentation, including process guides, checklists, and standards, so teams have clear, current references for how work should be done.
• Lead or participate in formal audits by gathering evidence, reviewing records, and checking that testing and quality control activities meet internal and external requirements.
• Manage change requests through the full lifecycle—drafting, assessing impact, implementing, and reporting—while keeping every change traceable under established change control procedures.
• Maintain and improve the organisation’s knowledge management system, optimising its structure, searchability, and usability, and coaching colleagues to contribute regularly.
• Take a leading role in small process improvement projects, coordinating resources, tracking milestones, and encouraging cross-functional collaboration.
• Develop and deliver training sessions that help teams adopt quality practices and build consistent quality habits in their day-to-day work.

Requirements & Qualifications

• Strategic thinking: ability to connect quality initiatives to broader organisational goals and anticipate how decisions will affect multiple departments.
• Planning and execution: proven track record of independently planning detailed projects, allocating resources, monitoring progress, and adjusting when circumstances change.
• Data analysis: comfort working with large or mixed datasets, translating numbers into clear insights, and using those insights to influence stakeholders.
• Problem-solving: experience leading efforts to resolve complex or recurring issues, drawing on input from several sources before committing to a course of action.
• Communication: strong written and verbal skills, capable of producing in-depth reports and proposals, plus confident presenting to senior audiences.
• Collaboration and leadership: able to initiate small team projects, delegate effectively, and create an inclusive environment where input is valued.
• Education and experience: bachelor’s degree in quality management, business administration, or a related field (or equivalent practical experience), plus 4–6 years in quality management, quality assurance, or a closely related process-oriented role.
• Preferred: experience leading cross-team process improvement initiatives, working knowledge of ISO 9001 or similar frameworks, and a history of mentoring or training less experienced colleagues.