Associate Director - Quality & Performance Analysis

The job holder will oversee the provision of services to clients by ensuring a business can provide good customer service and continually assess the quality of its products and services. He/she will make sure that service delivery and service support processes are on track for the consistent delivery of a high level of client service in an effective and cost-efficient manner. Also expected to identify customer issues and needs by maintaining an excellent relationship with end-users and stakeholders.

Preferred Qualifications A tertiary-level qualification from an internationally recognized institution Years & Nature of Experience   8+ years of equivalent experience in Service Delivery  Has led technical or process in their area; excels at leading teams and worked effectively with other areas and stakeholders outside their function If a manager of others, has impacted team culture through their work Has clearly demonstrated ability to link technical contribution back to business impact for their team or area Technical Competencies Quality Assurance Process Mapping Business Requirements Mapping  Behavioral Competencies Collaboration  Communication  Digital fluency  Teamwork Attention to Details

Oversee the provision of services to clients by ensuring a business can provide good customer service and continually assess the quality of its products and services. Ensure service delivery and service support processes are on track for consistent delivery of high level client service in an effective and cost-efficient manner. Identify customer issues and needs by maintaining excellent relationships with end-users and stakeholders.