Quality and Assurance Manager

About the Role:

The Quality and Assurance Manager for the Center of Excellence (COE) is responsible for establishing, maintaining, and enhancing the quality governance framework across all COE functions. Reporting directly to the Head of Operations, this role ensures that service delivery meets defined standards, KPIs, SLAs, and control requirements while supporting operational transparency, compliance, and continuous improvement. The role acts as an independent quality partner to operations—driving audit readiness, performance visibility, root cause analysis, and corrective action planning—to strengthen consistency, scalability, and operational excellence.

Key Responsibilities:

1. Quality Governance & Control Framework 

• Develop and maintain a standardized quality assurance framework aligned with COE operational strategy. 

• Define quality benchmarks, scorecards, and service-level quality standards. 

• Ensure strong internal controls, documentation standards,