About this role

Incel Tourism LLC – 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.

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:

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:

Quality Assurance Officer