Head of Quality Assurance

Head of Quality Assurance
Our Client

Our client is a leading provider of advanced technology solutions, specializing in both hardware and software. They deliver end-to-end services including design, supply, installation, networking, and configuration of customized networking and distribution equipment. Their solutions support a wide range of environments, from commercial and educational institutions to healthcare, government, and social infrastructure, ensuring reliable and cutting-edge connectivity tailored to each sectors needs.

Job Purpose
Lead and drive our clients quality strategy and systems through PDCA, ensuring robust quality control, compliance with international standards, and continuous improvement. This role is critical in achieving operational excellence and delivering superior customer satisfaction.

Key Responsibilities

• Define and implement a company-wide Quality Assurance and Quality Control strategy across Project Delivery, Network Operations, Network Management, Data Center, Railway Engineering, Facility Maintenance, and Service Operations.

• Ensure Service Operations processes (Incident, Problem, Change, and Service Request Management) consistently meet customer SLAs and international standards.

• Establish, track, and improve KPIs for service quality, including availability, response time, resolution time, and customer satisfaction (QoS/QoE).

• Oversee internal and external audit programs across projects, operations, and service delivery to ensure compliance with laws, client requirements, and ISO standards.

• Lead continuous improvement initiatives to enhance reliability, efficiency, and customer experience.

• Serve as the escalation point for major service incidents, driving root cause analysis and implementing preventive solutions.

• Partner with Engineering, NOC, Service Desk, and Project Management teams to embed a quality-first mindset into daily operations.

• Build, coach, and lead the QA/QC team to support large-scale projects and long-term service contracts.

• Represent our client in quality-related meetings with customers, partners, and external auditors.

• Keep up to date with evolving industry standards, regulations, and technologies, and ensure their timely adoption within the organization.

Qualifications

• Bachelors degree in Engineering (Industrial, Electrical, Mechanical, Telecommunications, or related fields); Masters degree preferred.

• Minimum 10 years of experience in QA/QC or Service Quality, with at least 5 years in a leadership role.

• Strong background in Service Operations (ITIL framework, ISO/IEC 20000) and a track record of improving service delivery performance.

• Hands-on experience in Network Rollout, Network Operations, Data Centers, or large-scale infrastructure projects is highly desirable.

• Solid knowledge of international quality standards (ISO 9001, ISO 14001, ISO 45001, IT Service Management).

• Excellent analytical, problem-solving, and stakeholder management skills, with the ability to drive cross-functional improvements.

• Prior experience in a Japanese or multinational company is an advantage.