Plan International Service delivery & Quality Assurance Officer Jobs in Kenya
Accountabilities
Provide technical guidance and oversight to support SSC team particularly in areas of root cause analysis, internal control principles, and risk.
Provide support through data analysis, sample calculation, and testing as needed, in the review of the office systems, procedures and processes for compliance with organizational rules and regulations.
Support the SSC in enforcing and strengthening internal controls to ensure that systems are in place to prevent, detect and report non-compliance.
Summarize key issues and prepare reports that addresses stakeholder needs.
Leads the discussions with streams on key issues identified and escalate to head of shared services for engagement and negotiation with key stakeholders for issue resolution.
Maintain and update services streams risk register.
Ensures and monitors that all SLAs agreed are met and efficiently, with issues properly documented, reported and escalated as needed.
Defines, develops and implements Services quality assurance practices and procedures as well as documents, and assesses the practices and procedures in place for the work streams
Works with the SSC Management Team to identify issues, risks, inefficiencies and improvement areas and defines how to address them
Identifies and drives process improvement initiatives that can be managed to maximize effectiveness and efficiency
Builds Key Performance Indicators (KPI), drafts Service Level Agreements (SLA) fit for the unit and designs the implementation and governance of these KPIs and SLAs
Ensures that work delivery consistently follows established standards and that the teams’ function on high levels of quality by promoting process standardization and optimization
Contributes to the establishment of Service delivery and quality assurance best practices consistent with industry and quality standards
Provides technical guidance and support to the SSC team on quality Assurance concepts, techniques, and tools
Acts as the point of contact for escalations and develops, recommends, and monitors corrective and preventive actions
Build and maintain strong relationships with external stakeholders, understanding their needs and expectations.
Coordinate clients’ team cross functional and management meetings to provide updates on SSC KPIs performance and gather clients’ feedback
Promote a culture of quality and continuous improvement within the SSC
Initiate and lead projects that advocates for quality within the streams
Initiate and lead projects that strengthens the quality of services and review internal processes
Prepare structured evaluations on risk and benefits realizations of change initiatives
Technical Expertise and Knowledge
A bachelor’s degree in accounting, business administration, economics, financial management, human resources management, public administration, or another relevant field.
A minimum of 3-5 years of experience in quality assurance roles, preferably within a shared services or similar environment with at least one year involved in data analysis.
Proficiency in data analysis and reporting is required
High proficiency with Microsoft Office is required.
Good Knowledge of customer services metrics, service level agreements and customer survey techniques are required.
Experience in project management or change management is an asset
Experience internal audit and/or risk management with a proven track record of interfacing with multiple levels of the organization is highly desired.
How to Apply
For more information and job application details, see; Plan International Service delivery & Quality Assurance Officer Jobs in Kenya
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