VN 055/2026 Sr. Process And Quality Assurance Associate

Organizational Context

The International Organization for Migration (IOM) seeks to strengthen operational efficiency and service quality through this role. The Senior Process and Quality Assurance Associate operates at the intersection of business operations and systems, focusing on developing, standardizing, monitoring, and improving end-to-end processes. This position supports the Global Shared Services Centre (GSSC) and other organizational functions by ensuring clear, consistently applied workflows aligned with system capabilities and organizational requirements.

Job Purpose

The Senior Process and Quality Assurance Associate's primary purpose is to enhance operational efficiency, service quality, and performance monitoring within a service delivery environment. This role is crucial for maintaining well-defined, consistently applied workflows that align with system capabilities and organizational needs. By operating at the interface of business operations and systems, the associate supports the development, standardization, monitoring, and continuous improvement of end-to-end processes. This contributes to the accuracy, timeliness, and data integrity essential for transactional services, such as those provided by the Global Shared Services Centre (GSSC). The position also aids in leveraging systems and data for process enhancement, identifying inefficiencies, and ensuring operational practices meet organizational standards, thereby fostering a culture of continuous improvement.

Responsibilities

Key responsibilities include mapping and documenting end-to-end business processes, ensuring clarity and consistency in workflows, roles, and system interfaces. The role involves analyzing existing workflows to identify inefficiencies and proposing practical solutions for process optimization and streamlining. It also entails supporting the implementation of quality control mechanisms to ensure accuracy and compliance in service delivery, conducting periodic reviews, and assisting in the development of Standard Operating Procedures (SOPs). Monitoring Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), analyzing performance data, and preparing reports are also crucial. Furthermore, the associate will coordinate with operational units and technical teams for process improvement implementation, support system-related process updates, and facilitate issue resolution. Maintaining organized documentation and contributing to knowledge-sharing initiatives are also key duties.

Work Experience

Required experience includes process mapping, workflow analysis, business process improvement, quality control, quality assurance, compliance monitoring, and service performance monitoring (SLAs/KPIs). Experience with enterprise systems (ERP or similar) and data analysis/reporting is beneficial. Experience in an international, multicultural environment is also an advantage.

Skills

Strong analytical and problem-solving skills; ability to clearly document processes using structured methodologies; good understanding of quality assurance principles and performance monitoring frameworks; proficiency in data analysis and reporting tools (e.g., Excel); strong communication skills; attention to detail; commitment to quality and accuracy.

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