CloudFactory is changing the way the world works by providing an on-demand, digital workforce for scaling critical business processes in the cloud. We’re also on a mission to create meaningful work for as many people as possible.

Read more about this company

Senior Quality Specialist

Job Type

Full Time , Hybrid

Qualification

BA/BSc/HND

Experience

4 - 6 years

Location

Nairobi

Job Field

Project and Program Management

Role Summary

As a Senior Quality Specialist, you will independently lead quality management activities, including quality assurance reviews, audits, and process improvement initiatives, while ensuring service delivery consistently meets agreed service levels. You will maintain and develop knowledge management systems, lead small collaborative projects, and provide training and guidance to colleagues on quality practices. This is a great opportunity to deepen your quality management expertise within a mission-driven, fast-scaling organization.

Responsibilities:

Service Level Management

• Ensure that service delivery meets agreed service levels, implementing SLA/SLO benchmarking best practices and suggesting improvements.
• Analyze service delivery performance to identify actions required to maintain or improve levels of service.
• Liaise with stakeholders to help them plan for a deterioration in service and/or breaches of service level agreements.

Quality Management

• Contribute to quality management plans for projects.
• Conduct quality assurance reviews and support corrective actions.
• Contribute to the review of best practices and standards for a specific area or project, creating and updating documentation of methods and tools.
• Participate in process improvement initiatives and provide training and support on quality practices.

Quality Assurance

• Contribute to the collection of evidence and the conduct of formal audits or reviews of activities.
• Examine records for evidence that appropriate testing and other quality control activities have taken place.
• Determine compliance with organizational directives, standards, and procedures, identifying non-compliances and abnormal occurrences.

Change Control

• Develop, document, and implement changes based on requests for change.
• Apply change control procedures, tools, techniques, and processes to manage and report on change requests.

Knowledge Management

• Maintain knowledge management systems and content to meet business needs.
• Support others in completing knowledge management activities and forming knowledge management habits.
• Configure and develop knowledge management systems and standards.

Requirements

Must-have skills (required)

• Strategic thinking: able to develop plans and solutions that align with strategic goals, evaluating impacts with a comprehensive understanding of departmental and project strategy.
• Planning: able to independently develop detailed plans for projects or tasks, coordinate resources, track progress, and adjust plans as needed.
• Data analysis and interpretation: able to lead data analysis tasks, synthesizing data from multiple sources to develop insights from complex datasets.
• Problem-solving and decision-making: able to lead problem-solving initiatives, synthesizing information from multiple sources to resolve complex issues.
• Communication skills: effective communicator with a wide range of stakeholders, with excellent writing skills for complex reports and proposals, and skilled at presenting to larger groups and senior management.
• Collaboration and teamwork: able to initiate and lead small collaborative projects, encouraging team input and fostering a cooperative environment.
• Leadership: able to lead small teams, set clear objectives, delegate tasks, and monitor progress.

Academic and Professional Requirements

• Bachelor's degree in Quality Management, Business Administration, or a related field, or equivalent practical experience.
• 4–6 years of experience in quality management, quality assurance, or a related process/documentation role.

Nice-to-have skills (preferred)

• Experience leading process improvement initiatives across teams or projects.
• Familiarity with quality management frameworks or standards (e.g., ISO 9001).
• Experience mentoring or training junior colleagues on quality practices

• Ensure that service delivery meets agreed service levels, implementing SLA/SLO benchmarking best practices and suggesting improvements.
• Analyze service delivery performance to identify actions required to maintain or improve levels of service.
• Liaise with stakeholders to help them plan for a deterioration in service and/or breaches of service level agreements.
• Contribute to quality management plans for projects.
• Conduct quality assurance reviews and support corrective actions.
• Contribute to the review of best practices and standards for a specific area or project, creating and updating documentation of methods and tools.
• Participate in process improvement initiatives and provide training and support on quality practices.
• Contribute to the collection of evidence and the conduct of formal audits or reviews of activities.
• Examine records for evidence that appropriate testing and other quality control activities have taken place.
• Determine compliance with organizational directives, standards, and procedures, identifying non-compliances and abnormal occurrences.
• Develop, document, and implement changes based on requests for change.
• Apply change control procedures, tools, techniques, and processes to manage and report on change requests.
• Maintain knowledge management systems and content to meet business needs.
• Support others in completing knowledge management activities and forming knowledge management habits.
• Configure and develop knowledge management systems and standards.

• Strategic thinking: able to develop plans and solutions that align with strategic goals, evaluating impacts with a comprehensive understanding of departmental and project strategy.
• Planning: able to independently develop detailed plans for projects or tasks, coordinate resources, track progress, and adjust plans as needed.
• Data analysis and interpretation: able to lead data analysis tasks, synthesizing data from multiple sources to develop insights from complex datasets.
• Problem-solving and decision-making: able to lead problem-solving initiatives, synthesizing information from multiple sources to resolve complex issues.
• Communication skills: effective communicator with a wide range of stakeholders, with excellent writing skills for complex reports and proposals, and skilled at presenting to larger groups and senior management.
• Collaboration and teamwork: able to initiate and lead small collaborative projects, encouraging team input and fostering a cooperative environment.
• Leadership: able to lead small teams, set clear objectives, delegate tasks, and monitor progress.

• Bachelor's degree in Quality Management, Business Administration, or a related field, or equivalent practical experience.
• 4–6 years of experience in quality management, quality assurance, or a related process/documentation role.
• Experience leading process improvement initiatives across teams or projects.
• Familiarity with quality management frameworks or standards (e.g., ISO 9001).
• Experience mentoring or training junior colleagues on quality practices