Job Description

• Reports to: Head of Operations and Support

Job Summary
The Compliance and Quality Assurance Manager will ensure that all business units operate in compliance with all relevant laws, regulations, and standards.

Key Responsibilities

• Develop, implement, and maintain compliance policies, procedures, and controls to ensure adherence to relevant laws, regulations, and standards.
• Conduct regular compliance audits and risk assessments to identify areas for improvement.
• Collaborate with internal stakeholders to address compliance issues and implement corrective actions.
• Develop, implement, and maintain quality management systems and processes to ensure consistency and excellence in service delivery.
• Conduct regular quality audits and assessments to identify areas for improvement.
• Collaborate with internal stakeholders to address quality issues and implement corrective actions.
• Promote a customer-focused culture across the organization by gathering feedback, identifying customer needs and expectations, and driving improvements.
• Collaborate with internal stakeholders to develop and implement customer-focused initiatives and programs.
• Continuously monitor and evaluate the effectiveness of compliance and quality management systems and processes.
• Identify areas for improvement and implement changes as needed.
• Lead and participate in projects related to compliance, quality, and customer service excellence.
• Collaborate with internal stakeholders to develop and implement project plans and timelines.

Required Skills or Experience

• Bachelor’s degree in Law, Business Administration, Compliance, Quality Management, or a related field.
• Professional certifications such as Certified Compliance Professional (CCP), Certified Quality Auditor (CQA), ISO Lead Auditor, or equivalent.
• Minimum of 10 years of experience in compliance, quality assurance, or risk management roles.
• Proven experience in developing and implementing compliance policies, quality management systems (e.g., ISO 9001), and audit frameworks.
• Familiarity with industry regulations, standards, and legal requirements relevant to the organization’s operations.
• Strong analytical and problem-solving skills, with the ability to conduct risk assessments and audits effectively.
• Excellent communication and interpersonal skills for collaborating with cross-functional teams and stakeholders.
• Proficiency in project management, including planning, execution, and monitoring of compliance/quality initiatives.
• Detail-oriented with a focus on continuous improvement and driving corrective actions.
• Leadership abilities to guide teams, manage projects, and foster a customer-centric culture.
• Technical proficiency in audit tools, data analysis software, and quality management systems.
• Ability to interpret complex regulations and translate them into actionable policies.
• Customer-focused mindset with experience in gathering feedback and implementing service excellence programs.