Quality Associate - ICT at Aga Khan University Hospital

Job Purpose

The Quality Associate – ICT Department will assist in the design, implementation, and continuous improvement of quality, compliance, and risk management frameworks that align with institutional standards and regulatory requirements. This role champions a culture of accountability and excellence by assisting in internal and external audits (including IT-specific audits such as PWC), managing departmental risk registers, and ensuring timely closure of non-conformities through effective internal controls. The Quality Associate will also assist in providing staff capacity-building through the planning and delivery of both quality-specific and professional development trainings. In addition, the role will assist in the ICT project tracking system, follow up with project owners on deliverables, and ensure strategic alignment of project milestones. Through policy governance, audit coordination, stakeholder engagement, and data-driven reporting, the Quality Associate will assist ensure that the ICT Department operates efficiently, complies with applicable standards, and contributes meaningfully to institutional goals.

Key responsibilities

Quality Management & Compliance

• Assist in the development, implementation, and continuous improvement of quality management systems tailored to ICT operations
• Assist in internal audits and guide departmental teams in preparation for external audits, including specialized IT audits (e.g., PWC)
• Champion departmental compliance with institutional standards (ISO 9001, JCIA) and ICT-specific service frameworks
• Assist drive closure of non-conformances through strategic CAPA initiatives
• Ensure ICT services are delivered in accordance with documented quality standards and SLAs

Compliance Monitoring, Reporting & Strategic Input    

• Assist in the preparation of departmental quality and compliance reports for ICT
• Analyze trends from audits, risks, and compliance KPIs to provide strategic recommendations
• Present findings and insights in ICT performance reviews and planning sessions
• Assist align departmental quality and compliance goals with institutional priorities

Policy & Document Control

• Draft, review, and maintain departmental policies, SOPs, and guidelines
• Ensure that the centralized filing system for all quality and compliance records are in order.

Risk Management & Internal Controls

• Assist in the identification, evaluation, and mitigation of ICT-specific operational and strategic risks
• Maintain and regularly update the departmental risk register and internal controls framework
• Guide teams in implementing risk reduction measures and ensure consistent follow-through
• Advise ICT on emerging risks and recommended controls during strategic reviews
• Ensure risk and control awareness is embedded in daily departmental operations

Training & Capacity Building       

• Spearhead the planning and delivery of departmental training initiatives for both quality and professional development
• Assess capacity gaps and develop targeted training plans for ICT staff at all levels
• Assist in quality awareness campaigns and workshops to embed best practices
• Track training compliance and impact and report outcomes to your direct reports.

Logistics Coordination        

• Organize logistics for audits, meetings, trainings, and events
• Liaise with stakeholders to ensure timely execution of departmental initiatives

Administrative & Budgetary Support        

• Schedule and coordinate departmental meetings
• Maintain records, manage correspondence
• Track budget items related to quality and compliance activities

Project Oversight & Performance Monitoring     

• Assist in the administration and management of the departmental project tracking tool.
• Monitor project implementation progress and flag delays or risks.
• Engage with project owners to follow up on timelines, milestones, and action items
• Consolidate and report on departmental project status to your direct report(s)
• Promote accountability and visibility across ongoing initiatives

Qualifications, Experience and Skills required:

• Bachelor’s Degree in IT, Computer Science, Quality Management, or related field.
• Certified Information Systems Auditor (CISA)

Relevant Experience

• Minimum 3 years of experience in administrative or technical roles within ICT
• Experience with quality, risk, or compliance roles preferred
• Proven track record in coordinating audits, training, and documentation systems
• Knowledge of quality management systems
• Excellent organizational, communication, and report-writing skills
• Strong coordination and follow-up abilities
• Proficiency in Microsoft Office Suite and document management tools