Quality Assurance Officer

About the Role

Stanbic IBTC Holdings PLC is seeking a dedicated and analytical Quality Assurance Officer to join our dynamic team in Nigeria. In this role, you will be responsible for monitoring, evaluating, and improving administrative processes and services to ensure compliance with company policies, internal controls, and regulatory requirements while championing operational efficiency.

• Conduct periodic reviews of administrative processes to ensure compliance with approved policies, procedures, and service standards.
• Monitor adherence to Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Identify process gaps, non-compliance issues, and recommend effective corrective actions.
• Review workflows to identify opportunities for process optimization and automation.
• Conduct root cause analysis of service failures, customer complaints, and operational errors.
• Monitor vendor performance against agreed service standards and contractual obligations.
• Support internal and external audits through effective documentation and reporting.
• Ensure administrative procedures, Standard Operating Procedures (SOPs), and policies remain current and properly documented.
• Collect and analyze stakeholder feedback to continuously improve service delivery.
• Prepare comprehensive quality assurance reports, dashboards, and performance analytics.
• Support quality awareness initiatives and staff training on compliance requirements and service excellence.

• Bachelor's Degree in Business Administration, Economics, Accounting, Management, or a related discipline.
• Minimum of 3 years of professional experience in Quality Assurance, Administration, Operations, Audit, Risk Management, Process Improvement, Procurement, or Facility Management.
• Strong analytical, reporting, and problem-solving skills with a keen eye for detail.
• Working knowledge of quality management principles and operational excellence practices.
• Familiarity with SAP or other procurement and enterprise systems.
• Solid understanding of corporate governance, compliance, and audit frameworks.
• Prior knowledge or experience within the financial services, banking, or pension sectors will be a distinct advantage.

• Competitive salary with comprehensive health insurance benefits.
• Opportunities for continuous professional development and career advancement.
• A collaborative, inclusive, and fast-paced work environment with a leading financial institution.
• Access to modern digital tools and robust enterprise platforms.

Skills