✨ AI Summary
This role focuses on assisting in the maintenance of established quality standards by evaluating and reporting on process flows to identify areas for improvement. Key responsibilities include executing policies and procedures for quality and performance management, monitoring transactions for non-compliance, and supporting the development of quality and performance standards. The officer will also support business initiatives, monitor system activities, and assist in analyzing customer information needs and business problems to recommend effective testing techniques. This involves reviewing business requirements and system documentation, defining IT requirements, and collaborating with stakeholders to design, develop, test, and improve testing processes. The role requires ensuring the availability of testing materials and tools, managing testing tools, and supporting testing-related communications. Participation in system upgrades and executing testing plans are crucial, along with preparing functional design documents and testing roles and access rights. The officer will conduct various types of testing, implement automated testing procedures, and evaluate products from an end-user perspective. Maintaining detailed records of test cases and results, collaborating with cross-functional teams, enforcing quality standards, identifying and mitigating risks, and tracking system and process changes are also key duties.
Requirements
The ideal candidate will possess a first degree in any relevant discipline and be fluent in English. A minimum of 3-7 years of experience is required, including experience working with others, in a medium organization, knowledge of process documentation, and proficiency in Jira, Visio, and Microsoft Office suites.
Description
Reports To: Manager - Service Delivery
Division: Customer Relations and Experience
Mission:
- To assist in the maintenance of established quality standards through first line evaluation and reporting of process flows with the aim of identifying areas for process improvement
- Effectively execute stated policies and procedures in respect of quality and performance management.
- Routinely monitor transactions performed by process owners to identify non-compliance.
- Assist the line Analyst in developing team and individual quality and performance standards.
- Support the team on key innovative business initiatives and follow up on system breaks and related education.
- Monitor system activities to ensure smooth operations.
- Support the Business Analyst in analyzing customer information needs, business problems, and opportunities to recommend effective testing techniques.
- Review business requirements, system documentation, and work instructions to ensure high‑quality and accurate testing.
- Assist in defining IT requirements to support process and system changes.
- Work with stakeholders and subject matter experts to design, develop, test, automate, and improve testing processes.
- Collaborate with business users to define testing processes and systems that meet business needs and are scalable for future requirements.
- Work with business units and IT teams to resolve technical issues and process‑related modalities.
- Ensure the availability of required testing materials, processes, applications, and tools.
- Plan and manage the development and maintenance of testing tools.
- Support testing‑related communication and engagement on new or updated processes.
- Participate in system upgrades and execute testing plans to ensure high‑quality results.
- Prepare detailed functional design documents for conversions, interfaces, and reports.
- Work with user departments to test roles and access rights in line with business requirements.
- Ensure proper testing of all user systems/products and provide detailed reports of activities and outcomes.
- Develop comprehensive test plans outlining scope, objectives, and methodologies.
- Conduct various testing types including functional, performance, security, usability, and regression testing.
- Execute test cases and document results to identify defects or deviations from quality standards.
- Implement and maintain automated testing procedures to streamline repetitive tasks.
- Evaluate products from an end‑user perspective, focusing on usability, accessibility, and user experience.
- Maintain detailed records of test cases, procedures, and results for traceability.
- Work closely with cross‑functional teams—product development, engineering, design—to understand requirements and resolve issues.
- Enforce and maintain quality standards to meet or exceed predefined benchmarks.
- Identify risks associated with product releases and mitigate them through effective testing strategies.
- Escalate identified gaps and follow up to ensure timely resolution.
- Track system and process changes occurring within the Division.
- First degree in any relevant discipline
- Fluent in English
Experience:
3-7 years’ experience which includes
- Experience working with others
- Experience working in a medium organization
- Knowledge of Process documentation
- Use of Jira, Visio and Microsoft Office suites