Service Delivery & Quality Assurance Officer, Shared Services Centre at Plan International

ABOUT THE ROLE

• The Services Delivery Quality Assurance Officer is responsible for designing and implementing quality procedures and standards, assessing team and client requirements, and ensuring these are met. This role will support the SSC management in building and implementing decisions relating to quality objectives by creating and maintaining quality reports and dashboards and in creating, monitoring, and reviewing of KPIs and SLAs among others.

ACCOUNTABILITIES

Services Quality Assurance

• 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.
• Supports 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

Change and Continuous Improvement

• 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
• Remain current and knowledgeable to ensure all changes in policies and regulations applicable to SSC are implemented to ensure compliance.
• Evaluate the impact of changes in regulations on internal controls and advise management accordingly.
• Keep abreast of latest advancements in Services delivery quality assurance and data analysis and ensure SSC team is trained and updated.
• Help design and deliver training programs to address compliance needs, risk management and internal controls.

Data analysis and reporting

• Develops and provides reports on a regular basis to the SSC Management Team inclusive of trend analysis and data insights
• Maintains the individual functions, SSC teams and overall KPIs and SLAs dashboard
• Engages stakeholders to gather and document requirements relating to the quality initiatives
• Identifies training needs and organizes training interventions to meet quality standards
• Uses Project Management methodologies to plan, implement and track deliverables
• Communicate quality assurance findings and improvements to stakeholders regularly.

Service desk oversight 

• Ticket Assignment Monitoring: Ensure the precise and timely allocation of service desk tickets to the appropriate managers or teams, based on factors such as priority, expertise, and workload.
• SLA and Service Charter Compliance: Oversee the handling of tickets to ensure strict adherence to SLAs, service standards, and alignment with the organization's Service Charter, addressing any potential breaches proactively.
• Quality Assurance and Reporting: Conduct regular audits of service desk activities, ensuring high-quality ticket resolution, and provide comprehensive reports on performance, trends, and areas for improvement.
• Performance Feedback and Training: Offer constructive feedback to managers and staff, fostering the development of best practices for ticket handling, and provide guidance on SLA compliance and quality assurance.
• Process and System Improvement: Identify and implement process improvements, collaborating with IT teams to optimize service desk systems and tools for enhanced ticket management and assignment efficiency.

Safeguarding

• Ensure that Plan International’s global policy for Safeguarding and PII policy for Preventing Sexual Harassment Exploitation and Abuse; and Gender Equality and Inclusion are fully embedded in accordance with the principles and requirements of the policy including relevant Implementation Standards and Guidelines as applicable to their area of responsibility. This includes, but is not limited to, ensuring staff and associates are aware of and understand their responsibilities under these policies and Plan International’s Code of Conduct (CoC), their relevance to their area of work, and that concerns are reported and managed in accordance with the appropriate procedures.

TECHNICAL EXPERTISE AND KNOWLEDGE

• A    Bachelor’s    degree    in    accounting,    business    administration, economics, financial management, human resources management, public administration, marketing 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.
• Experience working in a Shared Service Centre environment/business support Centre is
• desirable.

SKILLS & ATTRIBUTES

• Effective Communication: Ability to listen attentively and understand the needs and concerns of stakeholders and convey information clearly and concisely to diverse audiences.
• Problem-Solving: Ability to identify issues, analyse data, and develop effective solutions.
• Critical Thinking: Ability to think logically and evaluate complex situations to make informed decisions
• Organizational Skills: Ability to manage multiple tasks and priorities effectively
• Teamwork and Collaboration: Ability to collaborate, build and maintain positive working relationships with stakeholders.
• Openness to Change: Willingness to embrace new ideas and approaches to improve processes and outcomes.
• Service Mindset: Commitment to providing high-quality service to internal and external stakeholders.
• Responsiveness: Ability to respond promptly and effectively to stakeholder needs and inquiries.
• Planning and Coordination: Ability to plan, execute, and oversee projects effectively.
• Time Management: Ability to manage time efficiently and meet deadlines.
• Innovative Thinking: Ability to think creatively and propose new ideas to improve services and processes.
• Continuous Improvement: Commitment to ongoing learning and development to enhance skills, knowledge and overall customer experience.

Languages required

• Excellent written and verbal communication skills in English.