Manager Compliance and Quality Assurance

Career Pakistan (CP) is looking for candidates for the position of Manager Compliance and Quality Assurance at a Large International Organization.

Position Title: Manager Compliance and Quality Assurance
Company Type: Large International Organization
Sector: Development
Salary: No salary info
Location: Karachi/Lahore/Islamabad
[Note: There is only one position. The position can be based either in Karachi or Lahore or Islamabad based on the selected candidate’s preference]
Duration of Job: Permanent/Indefinite contract of employment

Essential Requirements (by Career Pakistan):
Sector/Company Type: Any
Function:
— Experience of Customer Service/Contact Center/Call Center (or related experience)
— Experience of Quality Assurance (or Standardization or Audit or Developing new policies/processes)
— Experience of Compliance
Years of Experience: Minimum 1 to 5 year of relevant work experience
Note:
— While sending CV, please mention your current/last monthly salary.

Note on Supporting Statement:
— You will be required to write a Supporting Statement (Essay). Your Supporting Statement will significantly help determine whether or not your application is short-listed. Thus, writing an excellent Supporting Statement is very important.
— Please ensure that you highlight the relevant skills, knowledge, experience, and qualifications you have relevant to the role.
— Please refer to the role profile and link your experience, qualifications, and interests to the requirements.

Purpose of Job
– Ensure exams service delivery and operational standards are being met in respective offices
– Produce comprehensive management information in line with client and stakeholder requirements

Context and Environment
Examination Services Department
– Our Exams Department has set in place an ambitious plan to ensure its growth and greater impact in a fast changing, global environment. To do this, the department needs to work more effectively and efficiently with partners, both internal and external from all sectors of society.
– The Exams Department has grown into a significantly large revenue business. Due to the scale of the operations, the organization requires dedicated specialists to manage compliance and quality assurance concerns in order to ensure high service delivery levels.

Team Structure
– This team will be headed by the Director of Operations. The team will include two to three personnel assisting the post holder to carry out spot checks across various cities of Pakistan.

Accountablities, Responssibilities and Main duties
– Working closely with the operational teams to ensure that standards of quality, compliance and excellence are being met in line with client and customer requirements.
– Ensuring that all Exams staff understand all client service delivery requirements and standards
– Conducting regular spot audits at different exam venues as required
– Providing timely and relevant CQA (Compliance and Quality Assurance) Reports and actionable recommendations as and when required clients and examination boards
– Supporting the development of new operational processes and standards to match business and product portfolio expansion
– Supporting the development of and implement and maintain a risk-based enterprise-wide monitoring program within the Exams department to measure performance against requirements
– Ensuring effective and accurate weekly/monthly and quarterly reporting on service and operational compliance standards

Key Relationships:
The post holder will need to develop successful relationships with
– Consumers, customers and clients
– Outsourced venue staff and contact centre teams
– Exams Business Development, Marketing, Finance and Operations teams
– Vendors

Other Important Requirements of the Job:
– Frequent travel within Pakistan, and occasional international travel required
– Passport/visa and/or nationality requirement. Right to work in Pakistan
– Security or legal checks required for this role. Security check as applicable to all Organization’s staff

Person Specification:
Essential
The following behaviours will be assessed during interview and performance evaluation:
– Working Together – More demanding level
– Making it Happen – More demanding level
– Being Accountable – More demanding level

The following behaviours will be assessed only during performance evaluation:
– Shaping the Future – Essential level
– Creating Shared Purpose – Essential level
– Connecting With Others – More demanding level

Skills and Knowledge:
Essential
Core Skills:
– Managing Accounts and Partnerships (L2)
– Analysing data and problems (L3)

Other Skills:
– Communications Skills
– Excellent written and spoken
– communication skills in English and Urdu

Desirable:
Other Skills:
– Knowledge of data protection policies and information management

Experience:

Essential
– One year relevant experience

Qualifications:
Essential
– Bachelor’s level degree

Desirable
– Professional qualification in relevan