Senior Quality Specialist

Responsibilities:

Service Level Management

• Ensure that service delivery meets agreed service levels, implementing SLA/SLO benchmarking best practices and suggesting improvements.
  
• Analyze service delivery performance to identify actions required to maintain or improve levels of service.
  
• Liaise with stakeholders to help them plan for a deterioration in service and/or breaches of service level agreements.
  

Quality Management

• Contribute to quality management plans for projects.
  
• Conduct quality assurance reviews and support corrective actions.
  
• Contribute to the review of best practices and standards for a specific area or project, creating and updating documentation of methods and tools.
  
• Participate in process improvement initiatives and provide training and support on quality practices.
  

Quality Assurance

• Contribute to the collection of evidence and the conduct of formal audits or reviews of activities.
  
• Examine records for evidence that appropriate testing and other quality control activities have taken place.
  
• Determine compliance with organizational directives, standards, and procedures, identifying non-compliances and abnormal occurrences.
  

Change Control

• Develop, document, and implement changes based on requests for change.
  
• Apply change control procedures, tools, techniques, and processes to manage and report on change requests.
  

Knowledge Management

• Maintain knowledge management systems and content to meet business needs.
  
• Support others in completing knowledge management activities and forming knowledge management habits.
  
• Configure and develop knowledge management systems and standards.
  

Requirements

Must-have skills (required)

• Strategic thinking: able to develop plans and solutions that align with strategic goals, evaluating impacts with a comprehensive understanding of departmental and project strategy.
  
• Planning: able to independently develop detailed plans for projects or tasks, coordinate resources, track progress, and adjust plans as needed.
  
• Data analysis and interpretation: able to lead data analysis tasks, synthesizing data from multiple sources to develop insights from complex datasets.
  
• Problem-solving and decision-making: able to lead problem-solving initiatives, synthesizing information from multiple sources to resolve complex issues.
  
• Communication skills: effective communicator with a wide range of stakeholders, with excellent writing skills for complex reports and proposals, and skilled at presenting to larger groups and senior management.
  
• Collaboration and teamwork: able to initiate and lead small collaborative projects, encouraging team input and fostering a cooperative environment.
  
• Leadership: able to lead small teams, set clear objectives, delegate tasks, and monitor progress.
  

Academic and Professional Requirements

• Bachelor's degree in Quality Management, Business Administration, or a related field, or equivalent practical experience.
  
• 4–6 years of experience in quality management, quality assurance, or a related process/documentation role.