SERVICE QUALITY OFFICER

We are seeking a competent and results-driven Service Quality Officer (SQI) to join our Audit & Control team. The ideal candidate will play a key role in driving service excellence, process improvement, and compliance across the organization.

🔹 Key Requirements:
Bachelor’s Degree or HND in a relevant field
Relevant professional certifications such as CCNA, ITIL, SQA, Six Sigma, or other quality assurance/control certifications
Additional certifications such as ISO 9001 Lead Auditor, ISO 20000-1:2018 Lead Implementer, or ISO 27001 Lead Implementer will be an added advantage
Minimum of 3 years’ experience in Banking, FMCG, Telecommunications, or Technology Consulting within a large organization
Proven experience in governance structures, audit processes, IT quality frameworks, and quality assurance/control
At least 2 years of supervisory or team management experience

🔹 Key Responsibilities:
Develop and implement strategies for continuous process improvement
Ensure alignment of operational processes with organizational goals and business scorecard objectives
Monitor and enforce compliance with Operational Level Agreements (OLAs) across departments
Establish, implement, and maintain the Service Quality Management System across the organization
Plan and coordinate periodic audits of service quality systems and processes

🔹 Skills & Competencies:
Strong analytical and problem-solving skills
Effective leadership and team management abilities
Sound knowledge of quality improvement methodologies
Excellent communication and interpersonal skills
Strong data analysis, interpretation, and reporting skills
High attention to detail with a process-driven mindset