Job Purpose:
The Quality Expert is responsible for developing, implementing, and monitoring the Quality Management System (QMS) in accordance with international standards such as ISO 9001 and Business Continuity standards such as ISO 22301. The role focuses on improving service quality, enhancing operational efficiency, and increasing taxpayer and stakeholder satisfaction.
Key Responsibilities: • Develop and update quality policies, procedures, and frameworks in line with international standards and best practices. • Oversee the implementation of the Quality Management System across departments and ensure compliance. • Lead initiatives aimed at improving customer experience and the quality of services provided to taxpayers and stakeholders. • Plan and conduct internal quality audits and follow up on findings and corrective actions. • Support the implementation and activation of Business Continuity Management (BCM) and crisis management plans. • Coordinate with internal and external stakeholders to ensure readiness for quality certifications and accreditation. • Monitor quality performance indicators and recommend continuous improvement initiatives.
Qualifications and Experience: • Bachelor’s degree in Business Administration, Quality Management, Public Administration, or a related field. • Proven experience in implementing ISO standards, particularly ISO 9001 and ISO 22301. • Experience in government service improvement or public service quality management is preferred. • Professional certifications in Quality Management or Business Continuity (such as ISO Lead Auditor, CQI, or similar) are an advantage. • Strong analytical, documentation, and stakeholder coordination skills.