Officer, Total Quality Management

Reports To: Manager - Service Delivery

Division: Customer Relations and Experience

Mission:

• To assist in the maintenance of established quality standards through first line evaluation and reporting of process flows with the aim of identifying areas for process improvement

Description:

• Effectively execute stated policies and procedures in respect of quality and performance management.
• Routinely monitor transactions performed by process owners to identify non-compliance.
• Assist the line Analyst in developing team and individual quality and performance standards.
• Support the team on key innovative business initiatives and follow up on system breaks and related education.
• Monitor system activities to ensure smooth operations.
• Support the Business Analyst in analyzing customer information needs, business problems, and opportunities to recommend effective testing techniques.
• Review business requirements, system documentation, and work instructions to ensure high‑quality and accurate testing.
• Assist in defining IT requirements to support process and system changes.
• Work with stakeholders and subject matter experts to design, develop, test, automate, and improve testing processes.
• Collaborate with business users to define testing processes and systems that meet business needs and are scalable for future requirements.
• Work with business units and IT teams to resolve technical issues and process‑related modalities.
• Ensure the availability of required testing materials, processes, applications, and tools.
• Plan and manage the development and maintenance of testing tools.
• Support testing‑related communication and engagement on new or updated processes.
• Participate in system upgrades and execute testing plans to ensure high‑quality results.
• Prepare detailed functional design documents for conversions, interfaces, and reports.
• Work with user departments to test roles and access rights in line with business requirements.
• Ensure proper testing of all user systems/products and provide detailed reports of activities and outcomes.
• Develop comprehensive test plans outlining scope, objectives, and methodologies.
• Conduct various testing types including functional, performance, security, usability, and regression testing.
• Execute test cases and document results to identify defects or deviations from quality standards.
• Implement and maintain automated testing procedures to streamline repetitive tasks.
• Evaluate products from an end‑user perspective, focusing on usability, accessibility, and user experience.
• Maintain detailed records of test cases, procedures, and results for traceability.
• Work closely with cross‑functional teams—product development, engineering, design—to understand requirements and resolve issues.
• Enforce and maintain quality standards to meet or exceed predefined benchmarks.
• Identify risks associated with product releases and mitigate them through effective testing strategies.
• Escalate identified gaps and follow up to ensure timely resolution.
• Track system and process changes occurring within the Division.

Education:

• First degree in any relevant discipline
• Fluent in English

Experience:

3-7 years’ experience which includes

• Experience working with others
• Experience working in a medium organization
• Knowledge of Process documentation
• Use of Jira, Visio and Microsoft Office suites