Change and Quality Specialist

Role & responsibilities

• Lead and manage internal ISO audits, ensuring compliance with applicable standards and regulatory requirements
• Own and maintain the central process repository, ensuring all SOPs, policies, and workflows are up to date and standardized
• Drive process improvement and digital transformation initiatives to enhance efficiency, quality, and customer experience
• Leverage journey analytics to identify bottlenecks, drop-offs, and improvement opportunities
• Collaborate with cross-functional teams to identify gaps, risks, and optimization areas
• Ensure process documentation, version control, and governance are consistently followed
• Develop and track process KPIs, journey metrics, and performance dashboards
• Facilitate audit readiness, closure of audit findings, and continuous compliance monitoring
• Promote a culture of continuous improvement and operational excellence
• Lead training and awareness sessions on process standards, digital journeys, and best practices
• Support automation initiatives aligned with process excellence and customer journey goals

Competencies Required

• Strong understanding of ISO standards and internal audit frameworks
• Expertise in process mapping, SOP design, and repository management
• Experience in digital journey design and journey analytics
• Strong analytical and data interpretation skills
• Stakeholder management and cross-functional collaboration
• Excellent communication and presentation skills