Officer - Total Quality Management BP.Customer Relations and Experience

• 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 working with others


• Experience working in a medium organization


• Knowledge of Process documentation


• Use of Jira, Visio and Microsoft Office suites