Business Process & Service Quality Officer

KKON Technologies is looking for a Business Process & Service Quality Officer to join our team and support the organisation in maintaining effective processes, driving continuous improvement, and ensuring compliance with established policies and procedures. What You'll Be Doing Monitor assigned business processes, including OLA, for efficiency and continuous improvement. Work with auditors to audit assigned processes and report findings. Ensure closure of internal and process audit findings, recommendations, and identified process gaps. Document, maintain, and update company policies and procedures. Monitor the effective implementation of assigned processes. Review existing processes and recommend improvements in line with changing business needs. Ensure prompt communication of approved documentation and effectively manage document trackers. Create communication designs to support company-wide process awareness. Track, analyse, and report the status of assigned business processes. Support process and quality improvement initiatives. Identify cost-saving opportunities through process optimisation. Support improvements that enhance customer satisfaction and service quality. Facilitate training on new processes and process improvements. Ensure systems are aligned with established business processes. What We're Looking For Bachelor's Degree/HND in Engineering, Social Science, or an equivalent field. 2+ years of related experience. Experience in business process documentation and management, with emphasis on process analysis and improvement. Ability to conduct assigned audits. Basic knowledge of ITIL and ISO 20000-1. Strong knowledge of Quality Control and Quality Assurance. Understanding of SWOT and GAP Analysis. Proficiency in Microsoft Office and related tools such as Visio. Proficiency in data analysis and reporting tools such as Excel and Power BI. Strong analytical, reporting, and problem-solving skills. Excellent written and verbal communication skills. High level of accuracy and attention to detail. Ability to work independently, multitask, prioritise, and deliver accurate work under pressure. The Ideal Candidate The ideal candidate should be analytical, accurate, innovative, and solution-oriented, with the ability to identify process gaps, recommend practical improvements, work collaboratively with cross-functional teams, and align process and quality initiatives with organisational goals.