Quality Assurance Officer

PURPOSE

Within PACSS, the Quality Assurance Officer is responsible for designing and implementing quality procedures and standards, assessing team and client requirements, and ensuring these are met. This role will support the PACSS management in building and implementing decisions relating to quality objectives by creating and maintaining quality reports and dashboards and in creating, monitoring, and reviewing of KPIs and SLAs among others.

RELATIONSHIPS

• Internally, interacts with the teams in PACSS and HQ, process owners, and business analysts

ACCOUNTABILITIES AND RESPONSIBILITIES

Quality assurance

• Defines, develops and implements quality assurance practices and procedures as well as documents, and assesses the practices and procedures in place for the work streams
• Works with the PACSS Management Team to identify issues, risks, inefficiencies and improvement areas and defines how to address them
• Identifies and drives process improvement initiatives that can be managed to maximize effectiveness and efficiency
• Builds Key Performance Indicators (KPI), drafts Service Level Agreements (SLA) fit for the unit and designs the implementation and governance of these KPIs and SLAs
• Ensures that work delivery consistently follows established standards and that the teams function on high levels of quality by promoting process standardization and optimization
• Contributes to the establishment of best practices consistent with industry and quality standards
• Provides leadership and mentoring on QA concepts, techniques, and tools
• Acts as the point of contact for escalations and develops, recommends, and monitors corrective and preventive actions

Data analysis and reporting

• Develops and provides reports on a regular basis to the PACSS Management Team inclusive of trend analysis and data insights
• Designs and maintains the individual, team and overall KPIs and SLAs dashboard
• Engages stakeholders to gather and document requirements relating to the quality initiatives
• Identifies training needs and organizes training interventions to meet quality standards
• Uses Project Managementmethodologies to plan, implement and track deliverables

SELECTION REQUIREMENTS

• Bachelor’s Degree required
• 3 years successful track record of leading significant quality initiative and implementation, ideally within a customer focused environment
• Knowledge of quality principles, methodologies, and practices a must
• Excellent verbal & written communication skills in English, good conduct of French an asset
• Experience with creating reports and interactive dashboards, Intermediate to Advance Excel knowledge required
• Experience using and knowledge of CRM and HR Information systems, in particular Success Factors (SAP) considered an asset
• Lean Six Sigma certification an asset

Your Profile

• Excellent interpersonal skills and capacity for collaborative teamwork across disciplines
• Results-driven, and able to listen to stakeholders and integrate their feedback
• Self-starter with the ability to work independently, have a pro-active approach and manage competing priorities
• Excellent problem analysis and problem-solving skills
• Ability to collect, organize, manage, and analyse high volumes of data

WHAT WE OFFER

• Diverse and humanitarian-minded workforce
• An opportunity to contribute to institutional efforts to protect and assist conflict victims worldwide
• Training opportunities
• Flexible work schedule