Group Manager - Quality Assurance

Job Title: Group Manager - Quality and Control

Job Overview

Senior SMEs (Group Managers) operationalise the risk, control, and quality framework across assigned solution lines and GCC sites. Reporting to the Quality and Control Leader, they design and test controls at process level, run the quality assurance programme, and drive remediation of gaps with operations teams. They are the day-to-day expert partner to process owners - embedding control and quality requirements into new transitions, preparing teams for internal and external audits, and turning defect and control data into targeted improvement actions.

Core Responsibilities

• Deploy the risk and control framework within assigned solution lines - document process-level risks and controls, run RCSAs, and maintain the control library
• Execute the control testing and quality assurance program, including sampling, evidence review, and root cause analysis of defects and control failures
• Drive remediation with process owners: agree corrective and preventive actions, track closure, and validate sustained effectiveness
• Prepare operations teams for internal audit and external certification (e.g., ISO 9001, ISO 27001, SOC 1 / SOC 2) evidence packs, mock audits, and auditor walkthroughs
• Define and maintain quality standards, error taxonomy, and QC checklists for in-scope processes, aligned to enterprise and client requirements
• Support transitions and business excellence by embedding control and quality requirements into due diligence, knowledge transfer, and go-live readiness criteria

Other Role Details

• Internal Controls Testing
• Quality Assurance SOPs
• Audit Readiness
• Compliance

Required Education and Certifications

• Bachelors or masters degree in a relevant discipline. Specific discipline requirements to be confirmed. Lean Six Sigma Black Belt; ISO 9001 Internal / Lead Auditor CIA, CISA, or COPC certification (preferred)

Work Experience

• 12+ years (incl. 8+ years in risk, quality, or audit within GCC / shared services)

Technical Skills

• Process-level risk assessment and control design / testing (RCSA, control walkthroughs, evidence sampling)
• Quality assurance methodology - sampling plans, audit scorecards, error taxonomy, and root cause analysis (e.g., 5 Why, fishbone)
• Working knowledge of ISO 9001 / ISO 27001 and SOC 1 / SOC 2 requirements and audit evidence standards
• Process documentation and SOP standards, including change control and version governance
• Data analysis and reporting on quality and control performance (advanced Excel; Power BI preferred)

Behavioral Skills

• Attention to detail and evidence discipline - findings must stand up to external auditor scrutiny
• Ability to influence process owners without authority and secure commitment to remediation
• Objectivity and resilience when reporting uncomfortable findings to operations leadership
• Strong collaboration across sites and cultures (e.g., India, Poland) and with onshore retained teams
• Ability to manage multiple concurrent reviews, audits, and remediation plans to deadline

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