Supervising Associate - Service Delivery Quality Assurance

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Sr Consultant – Service Delivery Quality Assurance

JOB PURPOSE

The Sr Consultant – Service Delivery Quality Assurance will support GDS MENA in strengthening quality, enterprise risk management, independence, sanctions compliance and audit readiness across service lines. The role will embed a consistent, risk-aware and improvement-focused operating discipline across engagements, processes and delivery teams.

The incumbent will identify key process, operational, legal, financial, quality and engagement-related risks; highlight service gaps; and translate observations into corrective actions, control improvements and audit-ready evidence. The role will also support ISO 9001, ISO 27001 and ISO 42001 activities, including evidence readiness, issue tracking and remediation follow-up. The ideal candidate will combine quality acumen, risk judgement, analytical thinking, stakeholder management and an AI-savvy mindset to identify practical automation, workflow and low-complexity AI opportunities within quality, independence, sanctions, information security and risk guardrails.

KEY ACCOUNTABILITIES:

Description & KPIs

• Monitor quality, enterprise risk, independence and sanctions compliance across GDS MENA engagements and processes.
• Identify process, operational, legal, financial, data security and engagement-related risks through reviews, data analysis, stakeholder inputs and exception reporting.
• Support ISO 9001, ISO 27001 and ISO 42001 audit readiness through evidence coordination, documentation review, issue tracking and nonconformity closure.
• Assess service performance, control effectiveness and process efficiency; recommend actions to improve quality, compliance and stakeholder experience.
• Develop dashboards, trackers and leadership reports covering quality, risk, audit readiness, service performance and remediation metrics.
• Partner with service line, operations, risk, quality and process teams to assign ownership, monitor action plans and escalate unresolved matters.
• Identify practical innovation, automation and lowcomplexity AI use cases and support adoption within risk, quality and information security guardrails.
• Support awareness sessions, process documentation and continuous improvement initiatives that strengthen risk-aware, data-driven service delivery.
• Coverage and timeliness of quality/risk reviews
• Audit evidence readiness and observation closure
• Quality of risk, gap and control issue identification
• Corrective action completion and ageing of open items
• Dashboard/reporting accuracy, completeness and timeliness
• Stakeholder satisfaction and follow-up effectiveness    
• Innovation, automation and AI use cases progressed Sustained implementation of improvement actions
• Maintain service definitions, SOPs, checklists, control evidence and governance materials required for quality, risk and compliance oversight.
• Support quality frameworks, risk controls, KPI measurement, process capability reviews and service performance routines across GDS MENA.
• Perform due diligence on process additions, changes, transitions and offshoring activities to confirm risk, control, quality, independence and sanctions considerations are addressed.
• Define service measures, KPIs, SLAs, risk indicators and reporting routines that enable controlled and measurable delivery improvement.
• Contribute to cross-functional projects and leadership reviews by providing structured analysis, risk insights and practical recommendations.
• Perform other responsibilities consistent with the role’s quality, risk, compliance, audit readiness, service performance and innovation mandate.        •
• Timely documentation and control updates
• Effectiveness of risk/control inputs during change
• Quality of KPI, SLA and risk indicator design
• Timely project support and follow-through
• Adoption of recommended improvements

JOB CONTEXT:

The role operates in a fast-paced, multi-service-line environment supporting quality, enterprise risk, compliance, audit readiness and service performance priorities across GDS MENA. The incumbent must be flexible, responsive to changing business priorities, comfortable working with multiple stakeholders, and able to manage competing priorities while maintaining accuracy, professional judgement and timely delivery.

COMMUNICATIONS & WORKING RELATIONSHIPS:

Internal:

• Engage with GDS MENA service line leaders, sub-service line leaders, process owners, engagement teams, PQ&I Ops, Risk Management, Independence, Sanctions, Information Security, Quality and Operations stakeholders to understand service priorities, risk areas, audit requirements, KPI expectations, reporting needs and remediation actions.
• Collaborate with team leads, process SMEs, audit coordinators, reporting teams and transformation/technology teams to validate process evidence, track open actions, support awareness sessions, identify service gaps and progress automation, innovation and low-complexity AI improvement opportunities.

External:

• Work with MENA practice stakeholders, functional and competency leaders, onshore counterparts, external audit/interface teams where applicable, and relevant quality/risk contacts to support organizational and departmental initiatives, audit readiness, issue closure, service performance improvement and adoption of risk-aware, quality-led delivery practices.

QUALIFICATIONS, EXPERIENCE, & SKILLS:

Academic:

• University graduation, preferably in commerce, business administration, science, engineering, risk management, quality management, information systems or a related discipline.

Experience:

• 6-10 years of professional experience, including exposure to quality, enterprise risk management, independence, sanctions compliance, audit support, service performance, process governance or operational excellence.
• Experience in service management, engagement lifecycle controls, KPI/SLA reporting and stakeholder coordination across multiple service lines or functions.
• Proven ability to identify material risks, service gaps, control weaknesses and improvement opportunities, and convert them into practical remediation actions.
• Exposure to ISO 9001, ISO 27001 and ISO 42001 audit activities, including evidence review, issue tracking, corrective action follow-up and continuous improvement.
• Experience identifying automation, innovation and low-complexity AI opportunities across business processes is preferred.
• Good to have: exposure to ITIL, CMMI, service maturity assessments, transition controls and continual service improvement practices.

COMPETENCIES: technical

• Working knowledge of quality management, enterprise risk, independence, sanctions screening, engagement risk review and ISO audit practices
• Capability to assess end-to-end processes, evaluate control design, identify risks/gaps and recommend practical   is ts mitigation actions.
• Hands-on skills in evidence management, issue logging, root cause analysis, corrective action tracking, SOPs, checkl and governance documentation.
• Proficiency in MS Excel, Word, PowerPoint, Visio and SharePoint; Power BI/Tableau or similar visualization tools preferred.
• Familiarity with Lean, Six Sigma, RCA, 5 Why, process mapping, control testing and continual improvement methods AI-savvy mindset to define practical automation, workflow and low-complexity AI use cases within responsible adoption guardrails.
• Strong analytical, reporting and presentation skills, including the ability to convert data and exceptions into leadership ready insights.
• Working knowledge of quality management, enterprise risk, independence, sanctions screening, engagement risk review and ISO audit practices.

COMPETENCIES: Behavioural competencies

• Proactive, accountable and self-driven, with the ability to take ownership and follow through on commitments.
• Able to manage multiple priorities, work independently and maintain quality under time-sensitive requirements.
• Clear written and verbal communication skills, with the ability to engage stakeholders diplomatically and professionally.
• Analytical and solution-oriented, with sound judgement, curiosity and willingness to learn new methods, tools and technologies.
• Collaborative, adaptable and comfortable working with cross-functional teams, senior stakeholders and changing priorities.
• Demonstrates professionalism, integrity, discretion and clarity when dealing with clients, leaders and confidential information.

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