Quality Assurance Officer

Incel Tourism Careers

Job Title: Quality Assurance Officer

Location: Lagos

Employment Type: Full-time

Reports To: Head of Internal Control

Job Purpose

• To serve as the operational backbone of the Quality Assurance and Control function, responsible for reviewing business processes end to end, identifying inefficiencies, and driving process optimization across the organization.
• This role ensures that processes are efficient, well-documented, consistently followed, and continuously improved, supporting the delivery of a high-quality customer experience within the travel and tourism industry.

Key Responsibilities

• Process Review & Optimization:

• Review business processes end to end to identify bottlenecks, redundancies, and operational inefficiencies.

• Design and recommend process improvements, redesigns, and optimization initiatives to enhance efficiency and effectiveness.

• Map current-state and future-state processes to support continuous improvement efforts.

• Ensure processes are accurately documented, standardized, and consistently followed across teams.

• Quality Management Systems:

• AuditQuality

• Develop, implement, and maintain quality management systems in line with ISO 9001:2015 standards.

• Plan and conduct internal QMS audits to verify compliance and identify non-conformities.

• Track corrective and preventive actions (CAPA) through to closure.

• Prepare for and support external ISO certification and surveillance audits.

• Quality Assurance & Monitoring:

• Monitor adherence to policies, procedures, and Standard Operating Procedures (SOPs).

• Conduct quality reviews and audits across operational and customer-facing processes.

• Prepare and present quality performance reports and exception reports to management.

• Evaluate the effectiveness of controls and quality checkpoints, and recommend enhancements.

• Policy & SOP Development:

• Draft, review, and update policies, procedures, and SOPs.

• Research industry best practices and regulations to inform policy updates.

• Consult with business units to ensure policies are practical, enforceable, and process-aligned.

• Maintain a central repository of policies and SOPs with version control.

• Continuous Improvement Culture:

• Foster a culture of continuous improvement across the organization.

• Train and coach teams on quality standards, process discipline, and improvement methodologies.

• Lead root-cause analysis on recurring process or quality issues.

• Mentoring:

• Provide guidance and oversight to junior QA/process team members.

• Support the professional development of the team.

• Build a strong, capable, and resilient QA function.

Qualifications & Experience

• Education: Bachelor's Degree in Business Administration, Quality Management, or a related field. ISO 9001:2015 Quality Management Systems (QMS) Auditor certificate is required. Other professional certifications (CIA, ACCA, ACA, CISA, CQA) are an advantage.
• Experience: 5–7 years of solid quality assurance work history, including end-to-end process review and process optimization. Experience in the travel or tourism industry is strongly preferred; candidates without direct tourism experience must demonstrate a clear working knowledge of the industry.
• Skills: Strong knowledge of quality management systems and process optimization methodologies. Strong analytical, investigative, and problem-solving skills. Excellent report writing and communication skills. Ability to influence and collaborate with stakeholders at all levels.

Key Competencies:

• Strong ethical standards and integrity.
• Attention to detail and accuracy.
• Ability to work independently and lead process reviews.
• Proactive and solution-oriented mindset.
• Strong organizational and time management skills.
• Please note that you must have worked within the travel space or hospitality industry to be considered for this position.

Application Closing Date

27th October, 2026.