Job Description
Job Title
Quality Officer
Department
Quality Assurance / Quality Management
Reports To
Quality Manager / Operations Manager / General Manager
Job Summary
The Quality Officer is responsible for implementing, monitoring, and maintaining the organization's Quality Management System (QMS) to ensure compliance with organizational policies, customer requirements, contractual obligations, and applicable regulatory and industry standards. The role supports continuous improvement by conducting inspections and audits, monitoring quality performance, investigating non-conformities, and promoting best practices to enhance operational efficiency and customer satisfaction.
Key Responsibilities
Quality Management
- Implement and maintain the organization's Quality Management System (QMS).
- Ensure compliance with applicable quality standards, policies, procedures, and regulatory requirements.
- Develop, review, and update quality policies, procedures, work instructions, and Standard Operating Procedures (SOPs).
- Promote a culture of quality, continuous improvement, and operational excellence throughout the organization.
Inspection and Auditing
- Conduct routine inspections, quality audits, and compliance assessments across operational areas.
- Monitor adherence to quality standards, contractual requirements, and internal procedures.
- Identify non-conformities and initiate corrective and preventive actions (CAPA).
- Verify the effectiveness of corrective actions through follow-up inspections and audits.
- Participate in internal, external, customer, and certification audits.
Performance Monitoring
- Monitor and analyze quality performance indicators and operational data.
- Prepare quality reports, dashboards, and trend analyses for management review.
- Investigate customer complaints, service failures, and quality-related incidents to determine root causes.
- Recommend and implement process improvements to enhance service quality and operational efficiency.
Documentation and Compliance
- Maintain quality records, audit reports, inspection reports, CAPA records, and compliance documentation.
- Ensure proper document control and version management of quality documentation.
- Support the development and maintenance of risk registers and quality improvement plans.
- Ensure compliance with applicable legal, regulatory, and contractual quality requirements.
Training and Continuous Improvement
- Conduct quality awareness programs and training sessions for employees.
- Provide guidance to departments on quality standards, procedures, and best practices.
- Facilitate continuous improvement initiatives using quality improvement methodologies.
- Support process mapping, workflow optimization, and performance improvement projects.
Stakeholder Coordination
- Liaise with operational departments, clients, contractors, auditors, and regulatory authorities on quality matters.
- Support customer satisfaction initiatives through effective quality monitoring and reporting.
- Assist management during quality reviews and strategic planning activities.
Qualifications
- Bachelor's degree or Diploma in Quality Management, Engineering, Business Administration, Industrial Management, Facilities Management, or a related field.
- Professional certification in Quality Management (e.g., ISO 9001 Internal Auditor/Lead Auditor, CQI, ASQ, or equivalent) is an advantage.
Experience
- Minimum of 3–5 years of experience in quality assurance, quality control, compliance, or auditing.
- Experience in facilities management, healthcare, manufacturing, construction, hospitality, or service industries is preferred.
- Experience implementing and maintaining ISO-based management systems is highly desirable.
Required Skills
- Strong knowledge of Quality Management Systems (QMS), particularly ISO 9001.
- Excellent auditing, inspection, and compliance monitoring skills.
- Knowledge of corrective and preventive action (CAPA) processes and root cause analysis techniques.
- Strong analytical, organizational, and problem-solving abilities.
- Excellent report writing and documentation skills.
- Effective communication, presentation, and interpersonal skills.
- Proficiency in Microsoft Office Suite and quality management software.
- Ability to interpret standards, procedures, and regulatory requirements.
- Strong attention to detail and commitment to continuous improvement.
- Ability to work independently and collaboratively across departments.
Key Performance Indicators (KPIs)
- Compliance with Quality Management System (QMS) requirements.
- Internal and external audit results.
- Number of non-conformities identified and closed within target timelines.
- Corrective and preventive action (CAPA) completion rate.
- Customer satisfaction and quality performance scores.
- Reduction in quality-related complaints and service failures.
- Timeliness and accuracy of quality reports.
- Employee participation in quality improvement initiatives.
- Achievement of quality objectives and continuous improvement targets.
Working Conditions
- Office-based with regular inspections of operational sites and facilities.
- Frequent interaction with operational teams, clients, contractors, auditors, and regulatory authorities.
- Occasional travel to multiple sites may be required.
- May require participation in audits, inspections, and meetings outside normal working hours when necessary.
- Use of appropriate Personal Protective Equipment (PPE) is required during site inspections where applicable.
