Quality Assurance Officer

About this role

The role is for a Quality Assurance Officer at Stanbic IBTC in Lagos. It focuses on monitoring, evaluating and improving administrative processes to ensure compliance with policies, service standards and regulatory requirements, while driving continuous improvement for stakeholder satisfaction and efficiency. The position supports audits, documentation, and reporting to maintain current procedures and quality standards. It targets candidates with a background in business, economics, or related fields and experience in QA, operations, audit or process improvement within financial services or similar sectors. Stanbic IBTC is a full service financial services group with activities across personal, corporate, investment and wealth management banking in Nigeria."

What you would do

• Review administrative processes for policy and service standard compliance
• Monitor SLAs and KPIs and identify gaps
• Recommend corrective actions for non-compliance
• Assess workflows for optimization and automation opportunities
• Investigate root causes of service failures and complaints
• Track vendor performance against service standards and contracts
• Support internal and external audits with documentation and reports
• Keep SOPs and policies updated and properly documented
• Collect stakeholder feedback to improve service delivery
• Prepare quality assurance reports, dashboards, and analytics

What they are asking for

• Bachelor's degree in Business Administration, Economics, Accounting, Management or related discipline
• At least 3 years of experience in quality assurance, administration, operations, audit, risk management, process improvement, procurement or facilities management
• Strong analytical, reporting and problem-solving skills
• Working knowledge of quality management principles and operational excellence practices
• Knowledge of SAP or other procurement/enterprise systems
• Understanding of corporate governance, compliance and audit frameworks
• Knowledge of pension, financial services or related sectors is an advantage

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