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KEY ACCOUNTABILITIES & ACTIVITIES
This section describes the principal outputs required from the job.
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Key Accountabilities
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Key Activities
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- Quality Management & Assurance
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- Develop and maintain quality assurance practices, standards, and control mechanisms across technology products and services.
- Assess product and service quality against defined requirements and acceptance criteria.
- Coordinate quality reviews across relevant technology and product teams.
- Identify quality gaps and recommend corrective and preventive actions.
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- Performance Measurement & Monitoring
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- Define and monitor relevant performance measures, KPIs, and quality indicators for technology products and services.
- Analyze performance results to identify trends, deviations, and improvement opportunities.
- Establish performance monitoring mechanisms that provide visibility into quality and service effectiveness.
- Provide recommendations based on performance analysis and identified gaps.
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- Quality Testing & Validation
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- Coordinate functional and user acceptance testing activities for applicable digital solutions.
- Ensure testing approaches adequately validate business requirements and expected product behavior.
- Review testing results and follow up on identified quality issues.
- Support product and technical teams in confirming solution readiness before deployment.
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- Root Cause Analysis & Problem Resolution
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- Conduct structured root cause analysis for recurring quality, performance, and service issues.
- Identify underlying causes of performance deviations and quality deficiencies.
- Coordinate corrective actions with relevant product and technology stakeholders.
- Monitor remediation actions to ensure identified issues are addressed effectively.
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- Standards Compliance & Quality Control
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- Monitor compliance with applicable technology quality standards, internal requirements, and approved practices.
- Establish quality checkpoints across relevant stages of solution delivery.
- Identify deviations from established standards and recommend appropriate corrective actions.
- Support reviews and assessments aimed at maintaining consistency and quality across technology solutions.
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- Performance Reporting & Management Insights
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- Develop quality and performance dashboards, scorecards, and management reports.
- Present performance trends, quality findings, risks, and improvement opportunities in a clear and actionable manner.
- Ensure reported performance information is accurate, consistent, and suitable for management decision-making.
- Provide analytical insights that support prioritization of quality and performance improvement initiatives.
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- Process Improvement & Operational Excellence
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- Identify opportunities to improve technology processes, service quality, and delivery effectiveness.
- Apply structured process improvement methodologies to address performance and quality gaps.
- Coordinate improvement initiatives and monitor implementation progress.
- Evaluate improvement outcomes and promote sustainable enhancements across relevant processes.
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- Stakeholder Collaboration & Continuous Improvement
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- Collaborate with product, development, testing, BI, design, and other technology stakeholders on quality and performance priorities.
- Provide guidance on quality standards, performance measurement, and improvement practices.
- Support product teams in incorporating quality and performance considerations into enhancement initiatives.
- Promote knowledge sharing and continuous improvement practices across the department.
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- Policies, Processes & Procedures
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- Follow all relevant departmental policies, processes, standard operating procedures, and instructions so that work is carried out in a controlled and consistent manner.
- Comply with all relevant safety, quality, and environmental management policies, procedures, and controls to ensure a healthy and safe work environment.
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- Information Security
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- Comply with all relevant information security practices and standards to ensure data integrity and confidentiality.
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