Job Description
The Centre of Excellence (COE) is the driving force behind SmartPA, where strategy comes to life. As part of this dynamic department, you will act as a Quality Assurance Specialist, responsible for architecting and maintaining high standards of service delivery integrity across all client workflows. This particular role is assigned to one of our dedicated client accounts, meaning you will represent our brand while working very closely with a global tech giant.
In this role, you will ensure our processes and outputs meet the highest standards, preventing quality exceptions from moving into the client space. By identifying underlying risks and performing deep-dive root cause analysis, you will leverage Generative AI and LLMs to automatise and scale quality workflows, fostering a culture of ‘Right First-Time’ operational performance.
Key Responsibilities and Skills
- Design and execute audits: Conduct efficient quality reviews on documentation and workflows using SmartPAs best practices, to ensure data integrity and consistency.
- AI-first quality integration: Develop and refine AI prompts to automatise routine verification tasks, significantly reducing manual verification time while scaling audit frequency. This will be collaborative within the Quality Assurance team, and alongside the Automations team for more technical needs.
- Root cause prevention: Identify the Root Cause Analysis (RCA) for any recurring process failures, detecting the point of failure and collaborating with process owners to ensure preventative measures can be implemented.
- Framework and checklist development: Build and iterate on digital checklists, quality frameworks and "Golden Standard" templates to guide the delivery team.
- Stakeholder collaboration: Work closely with the Quality Assurance team, to align on quality strategies, provide performance data and improve overall account health.
- Support and development: Support team members through constructive feedback, best-practice sharing and targeted "Quality Clinics" to build an account-wide quality-first mindset.
Skills
You possess an unwavering, "microscope" eye for detail – nothing escapes your notice. You are a systematic, analytical and thorough thinker who is passionate about risk mitigation and moving beyond "what" happened to "why" it happened. You bring a process-mapping mindset, with a natural ability to visually break down and audit workflows to spot where a system is failing. A diplomatic, clear and constructive communicator, you navigate the natural friction of QA with a solution-focused, professional approach when collaborating with diverse stakeholders, including internal teams and client contacts.
Experience
Your experience is key, but your forward-thinking attitude is what sets you apart.
Essential:- Proven experience in a Quality Assurance, compliance or detailed data/process reviewing role within a service-oriented or corporate environment.
- Practical experience with process mapping and workflow documentation tools to visually isolate system bottlenecks.
- Practical experience or a high aptitude for leveraging AI platforms and LLMs (such as Gemini) to streamline tasks, improve accuracy or automatise administrative workflows.
- Experience conducting Root Cause Analysis (RCA) and writing clear, comprehensive quality reviews or documentation reports.
- Comfort working towards high-performance benchmarks, such as maintaining near-perfect accuracy rates and hitting data-driven targets.
- Advanced proficiency in Google Workspace tools, specifically Google Sheets for data interrogation, alongside Docs and Slides for executive-level reporting.
- An exceptional, proven eye for detail and a methodical approach to tracking and resolving system bottlenecks.
Desirable:- Experience working within a recognised quality assurance lifecycle or operational framework.
- Certification in Quality Assurance, Risk Management or a relevant audit field
Salary
R300,000 - R360,000 per annum
Schedule
Monday - Friday
14:00 to 22:30 (UK time), aligned to cover the 9:00 to 17:30pm (EST) business day.
15:00 to 23:30 (SAST Time) from 29 March - 25 October
16:00 to 00:30 (SAST Time) from 26 October - 28 March
Job Type
Full-time, Permanent
(37.5 hours per week)
What's in it for you?
At SmartPA, we believe in rewarding talent and supporting your growth:- Competitive Salaries
- Department Incentives
- 33 Days Holiday Because rest fuels greatness
- Employee Assistance Programme
About us
At SmartPA, we don’t just provide support – we transform it. Our vision is to deliver a world-class, human-centred, tech-enabled PA and admin service that delivers measurable results, today and into the future.
Trusted by global leaders in industries like tech, automotive, retail and legal, we’re the engine behind smarter, more efficient operations. With a vibrant, client-focused culture and a team driven by creativity, no two days at SmartPA are ever the same!
As we continue to grow rapidly, this is your opportunity to join us on the journey to becoming the most optimised administrative organisation in the world. If you’re ready to challenge the status quo and create meaningful impact, we want to hear from you!
Salary :
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