Job Purpose
The Quality Assurance Officer is responsible for providing technical support in administering quality measurement tools and assisting with the implementation, monitoring and continuous improvement of the Department’s Quality Assurance Framework and Quality Management System in alignment with ISO 9001 and international postal standards. The role supports performance monitoring, quality testing, data quality assurance, audits and compliance activities to enhance service reliability, operational efficiency and regulatory compliance across postal operations.
Key Responsibilities
Administrative/Managerial:
- Participates in the development of the Strategic Planning, Performance Monitoring, Policy, Research and Quality Unit Plans;
- Prepares Individual Work Plans;
- Prepares and submits activity/performance and other reports as required;
- Represents the Department at meetings/conferences and other fora as directed;
- Keeps abreast of guidelines, policies, procedures and legislations impacting deliverables and Universal Postal Union (UPU) quality assurance directives and measurement tools;
- Maintains key knowledge of all delivery standards for all postal products;
- Advises the Director, Quality Assurance Officer on matters impacting the Department.
Technical/Professional:
- Assists with the implementation and maintenance of the Department’s Quality Assurance Framework and Quality Management System (QMS) in alignment with ISO 9001 principles;
- Supports the administration and monitoring of Corrective and Preventive Action (CAPA) processes, including recording non-conformities and tracking corrective actions across operational units;
- Assists in implementing quality assurance initiatives and improvement programmes aligned with international postal standards and best practices;
- Participates in the planning and execution of internal quality audits, including preparing audit documentation, recording findings and monitoring follow-up actions;
- Monitors operational processes to identify opportunities for process improvement, increased efficiency and improved service quality;
- Assists in monitoring operational risks and investigating quality incidents, and prepares reports on findings and recommended corrective actions;
- Supports the implementation and monitoring of the Universal Postal Union (UPU) Operational Efficiency and Quality Management certification programme;
- Assists with the execution and analysis of international and domestic quality testing programmes for Letters, Parcels and EMS services;
- Monitors operational performance against international delivery standards and prepares reports on service performance deviations;
- Collects and analyses data to support performance measurement systems, including indicators related to mail flow reliability, customer perception and operational risks;
- Assists in monitoring the accuracy, completeness and timeliness of electronic postal data transmitted through systems such as EAD, CDS, IPS and related EDI messaging platforms;
- Supports monitoring of postal data quality controls, including transport compliance and AR Flag requirements;
- Conducts statistical analysis and prepares performance reports to support operational monitoring and decision-making;
- Assists in identifying operational bottlenecks within the postal supply chain and supports implementation of corrective actions;
- Supports implementation and maintenance of the national postcode and addressing framework, including address validation processes and delivery point database updates;
- Assists with monitoring Operational Readiness for e-Commerce (ORE) requirements and reporting on compliance with operational and technical standards;
- Monitors EDI visibility and data quality standards related to e-commerce postal operations;
- Supports monitoring of QSF-funded projects and assists with documentation required for compliance with the UPU Project Management Manual (PMM) and Financial Management Manual (FMM);
- Assists with monitoring compliance with UPU Postal Security Standards S58 and S59.
- Supports initiatives aimed at preventing the introduction of dangerous goods into the postal network, including monitoring compliance with ICAO and IATA-UPU mail safety guidelines;
- Assists in coordinating with Customs, airlines, civil aviation authorities and other partners to support operational compliance requirements;
- Assists with maintaining and communicating delivery standards for postal products to relevant operational units;
- Supports preparation of technical guidance materials and reports aligned with international postal standards and operational requirements;
- Conducts research and analysis on emerging technologies and innovations affecting postal quality assurance and operational efficiency;
- Assists with project planning, documentation and monitoring of outputs against agreed operational and performance targets.
Required Knowledge, Skills and Competencies
Core
- Excellent oral and written communication skills
- Excellent interpersonal skill
- Excellent problem solving and decision making skills
- Excellent planning and organizing skills
Technical
- Knowledge of ISO standards and regulatory compliance
- Knowledge of Quality auditing principles and techniques including audit planning techniques, sampling and testing methods used in conducting audits
- Knowledge of Research methodology
- Knowledge of Analysis of statistical data
- Knowledge of designing and improving operational systems and procedures;
- Risk Management
- Knowledge of the Universal Postal Union Security Standards
- Knowledge of the Post Office Act (1941)
- Knowledge of the Financial Administration and Audit Act
- Knowledge of Staff Orders and the Public Service Regulations
- Knowledge of the postal industry and its operations
Minimum Required Qualification and Experience
- Bachelor of Science Degree in Production and Operations Management, Logistics and Supply Chain Management, Business Administration or related field from an accredited tertiary institution;
- Certification in Quality Auditing would be an asset; plus
- At least three (3) years working experience in quality assurance in an organization of similar size and complexity.
Please note that only shortlisted applicants will be contacted.
