Business Process & Service Quality Officer

Business Process & Service Quality Officer

KKON Technologies (KKONTech) is looking for a Business Process & Service Quality Officer to join our team and support the organisation in maintaining effective processes, driving continuous improvement, and ensuring compliance with established policies and procedures.

What You'll Be Doing

• Monitor assigned business processes, including OLA, for efficiency and continuous improvement.
• Work with auditors to audit assigned processes and report findings.
• Ensure closure of internal and process audit findings, recommendations, and identified process gaps.
• Document, maintain, and update company policies and procedures.
• Monitor the effective implementation of assigned processes.
• Review existing processes and recommend improvements in line with changing business needs.
• Ensure prompt communication of approved documentation and effectively manage document trackers.
• Create communication designs to support company-wide process awareness.
• Track, analyse, and report the status of assigned business processes.
• Support process and quality improvement initiatives.
• Identify cost-saving opportunities through process optimisation.
• Support improvements that enhance customer satisfaction and service quality.
• Facilitate training on new processes and process improvements.
• Ensure systems are aligned with established business processes.

What We're Looking For

• Bachelor's Degree/HND in Engineering, Social Science, or an equivalent field.
• 2+ years of related experience.
• Experience in business process documentation and management, with emphasis on process analysis and improvement.
• Ability to conduct assigned audits.
• Basic knowledge of ITIL and ISO 20000-1.
• Strong knowledge of Quality Control and Quality Assurance.
• Understanding of SWOT and GAP Analysis.
• Proficiency in Microsoft Office and related tools such as Visio.
• Proficiency in data analysis and reporting tools such as Excel and Power BI.
• Strong analytical, reporting, and problem-solving skills.
• Excellent written and verbal communication skills.
• High level of accuracy and attention to detail.
• Ability to work independently, multitask, prioritise, and deliver accurate work under pressure.

The Ideal Candidate

• The ideal candidate should be analytical, accurate, innovative, and solution-oriented, with the ability to identify process gaps, recommend practical improvements, work collaboratively with cross-functional teams, and align process and quality initiatives with organisational goals.

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