Quality, Safety & Impact Assurance Manager

About the Role

As a Quality, Safety & Impact Assurance Manager, you will play a pivotal role in establishing and maintaining an integrated framework that ensures excellence in quality, safety, and customer/beneficiary experience across all service operations. Your leadership will be instrumental in driving consistent service delivery, upholding regulatory compliance, and fostering high levels of satisfaction among stakeholders. This position requires a strategic and hands-on approach to developing robust quality standards, enhancing operational efficiency, and mitigating risks to create a sustainable impact.

Key Responsibilities

• Quality & Service Excellence Leadership: Develop, implement, and manage comprehensive quality standards and service delivery frameworks that align with organizational objectives and industry best practices. Ensure these frameworks are consistently applied across all operational touchpoints to guarantee high-quality outcomes.
• Health, Safety, and Risk Management: Champion a culture of safety and compliance by overseeing health, safety, and risk management protocols. Conduct thorough assessments, identify potential hazards, and implement proactive measures to minimize risks and ensure a secure working environment for all stakeholders.
• Performance Monitoring & Customer Experience: Establish and track key performance indicators (KPIs) and customer experience metrics to evaluate service effectiveness. Utilize data-driven insights to identify trends, areas for improvement, and opportunities to enhance overall satisfaction and engagement.
• Audit & Continuous Improvement: Lead and coordinate internal and external audits, inspections, and assessments to verify compliance with regulatory requirements and internal policies. Drive continuous improvement initiatives by analyzing audit findings, feedback, and performance data to implement corrective and preventive actions (CAPA) that foster operational resilience and growth.
• Reporting & Strategic Insights: Develop and maintain dynamic performance dashboards and executive reports that provide clear, actionable insights into quality, safety, and customer experience metrics. Present findings to senior leadership to support data-informed decision-making and strategic planning.

Qualifications & Experience

To excel in this role, you should possess:

• Proven Experience: A minimum of 5–10 years of progressive experience in quality management, operations, or service excellence, with a strong focus on service-based or project-based environments. Prior exposure to quality management systems, health, safety, and environment (HSE), or customer experience domains is essential.
• Educational Background: A Bachelor’s degree in Business Administration, Engineering, Quality Management, or a related field is required. A Master’s degree in a relevant discipline is considered a valuable asset and will be advantageous in this role.
• Professional Certifications (Preferred):
  • ISO 9001 Lead Auditor certification to demonstrate expertise in quality management system auditing.
  • Six Sigma certification (Green Belt or Black Belt) to support process improvement and operational efficiency initiatives.
  • NEBOSH or IOSH (or equivalent) safety certification to ensure robust health and safety management.
  • Certified Quality Manager (CQM) or similar credentials to validate your leadership in quality assurance.

Why Join Us?

This is an exceptional opportunity to lead and shape the quality, safety, and impact assurance agenda within a dynamic and forward-thinking organization. You will have the chance to work closely with cross-functional teams, influence strategic decisions, and drive meaningful improvements that enhance operational excellence and stakeholder satisfaction. If you are a results-driven professional with a passion for quality, safety, and continuous improvement, we invite you to apply and make a lasting impact in this critical role.