The Senior Manager, Quality Assurance leads the end-to-end quality function across service operations, with full ownership of the ICAIR (Incidents, Corrective Actions, and Improvements Register) framework as the core driver of continuous improvement.

This role is accountable for leading a team of Quality Assurance Managers and Analysts, ensuring that all quality initiatives are directly tied to measurable reductions in incidents and sustained improvements in customer experience. Through strong governance, analytics, and cross-functional leadership, the role ensures that actions are evidence-based and demonstrably effective. While operating at a strategic level, the role remains hands-on by directly leading resolution of complex or high-impact incidents and problems when required.

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