Quality Assurance Manager

Responsibilities: Own the quality assurance and internal controls framework for VAS operations, including control standards, audit methodology, checklists and the risk-based audit plan. Run the audit and monitoring programme across the network, covering centre audits, process certification, mystery shopping and transaction-level checks. Test that key operational controls are working; document and passport handling, cash and payment handling, data protection, access control and process integrity; and report where they are not. Manage the non-conformance and corrective action process end to end, making sure findings are owned, closed within agreed timeframes and verified rather than just signed off. Report quality and control performance to leadership, including audit results, repeat findings, risk themes and where the network is exposed. Prepare for and support external audits and mission or client inspections, and act as the point of contact for quality-related requirements from clients. Work with Process Excellence so that recurring findings lead to process redesign rather than repeated corrections at centre level. Build quality capability across the network, including training quality focal points in countries and centres and setting consistent standards for local checking. Education & qualifications: Bachelor's degree in business, quality management, audit, risk or a related discipline. Certification such as ISO 9001 Lead Auditor, ISO 27001, CIA or Six Sigma is strongly preferred. Experience: 8+ years in quality assurance, internal audit, controls or compliance, including 3+ years in a management role. Proven experience designing and running an audit or quality monitoring programme across multiple sites or countries. Strong understanding of operational controls in a document-handling, cash-handling or data-sensitive environment. Experience managing non-conformances and corrective actions through to verified closure. Experience in visa services, BPO, banking, government services or another regulated, client-audited operation. Experience supporting external audits, certification audits or client inspections. Strong report writing and the ability to present uncomfortable findings credibly to senior leadership. Languages: Fluent in English (read, write and speak). Arabic or an additional language is an advantage. Show more Show less