OVERVIEW
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ROLE PURPOSE
To lead and enhance quality and performance practices across digital products, services, and technology processes by establishing quality standards, monitoring performance measures, identifying improvement opportunities, and coordinating quality assurance activities. The role supports the delivery of reliable, high-quality technology solutions through performance analysis, root cause analysis, standards compliance, and continuous improvement, ensuring solutions meet business requirements, customer expectations, and the company’s quality standards.
KEY ACCOUNTABILITIES & ACTIVITIES
Key Accountabilities
Key Activities
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Quality Management & Assurance
- Develop and maintain quality assurance practices, standards, and control mechanisms across technology products and services.
- Assess product and service quality against defined requirements and acceptance criteria.
- Coordinate quality reviews across relevant technology and product teams.
- Identify quality gaps and recommend corrective and preventive actions.
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Performance Measurement & Monitoring
- Define and monitor relevant performance measures, KPIs, and quality indicators for technology products and services.
- Analyze performance results to identify trends, deviations, and improvement opportunities.
- Establish performance monitoring mechanisms that provide visibility into quality and service effectiveness.
- Provide recommendations based on performance analysis and identified gaps.
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Quality Testing & Validation
- Coordinate functional and user acceptance testing activities for applicable digital solutions.
- Ensure testing approaches adequately validate business requirements and expected product behavior.
- Review testing results and follow up on identified quality issues.
- Support product and technical teams in confirming solution readiness before deployment.
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Root Cause Analysis & Problem Resolution
- Conduct structured root cause analysis for recurring quality, performance, and service issues.
- Identify underlying causes of performance deviations and quality deficiencies.
- Coordinate corrective actions with relevant product and technology stakeholders.
- Monitor remediation actions to ensure identified issues are addressed effectively.
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Standards Compliance & Quality Control
- Monitor compliance with applicable technology quality standards, internal requirements, and approved practices.
- Establish quality checkpoints across relevant stages of solution delivery.
- Identify deviations from established standards and recommend appropriate corrective actions.
- Support reviews and assessments aimed at maintaining consistency and quality across technology solutions.
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Performance Reporting & Management Insights
- Develop quality and performance dashboards, scorecards, and management reports.
- Present performance trends, quality findings, risks, and improvement opportunities in a clear and actionable manner.
- Ensure reported performance information is accurate, consistent, and suitable for management decision-making.
- Provide analytical insights that support prioritization of quality and performance improvement initiatives.
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Process Improvement & Operational Excellence
- Identify opportunities to improve technology processes, service quality, and delivery effectiveness.
- Apply structured process improvement methodologies to address performance and quality gaps.
- Coordinate improvement initiatives and monitor implementation progress.
- Evaluate improvement outcomes and promote sustainable enhancements across relevant processes.
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Stakeholder Collaboration & Continuous Improvement
- Collaborate with product, development, testing, BI, design, and other technology stakeholders on quality and performance priorities.
- Provide guidance on quality standards, performance measurement, and improvement practices.
- Support product teams in incorporating quality and performance considerations into enhancement initiatives.
- Promote knowledge sharing and continuous improvement practices across the department.
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Policies, Processes & Procedures
- Follow all relevant departmental policies, processes, standard operating procedures, and instructions so that work is carried out in a controlled and consistent manner.
- Comply with all relevant safety, quality, and environmental management policies, procedures, and controls to ensure a healthy and safe work environment.
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Information Security
- Comply with all relevant information security practices and standards to ensure data integrity and confidentiality.
JOB SPECIFICATIONS
Academic and Professional Qualifications
Bachelor’s Degree in Computer Science, Information Technology, Information Systems, Software Engineering, Industrial Engineering, Quality Management, or a related discipline.
Years and Nature of Experience
6–8 years of experience in Quality & Performance, Quality Assurance, Technology Performance, Process Improvement, Software Quality, or related disciplines.
