Quality Assurance Officer

Incel Tourism LLC is one of the leading Destination Management Company based in Dubai, United Arab Emirates with a full fledge office in Lagos, Nigeria to cater for the growing Sub Saharan African market. As a licensed Inbound Tour Operator in UAE, the services we render to visitors, tourists and business travelers include taking care of all their travel arrangements including Visas, Flight Tickets, Hotel Booking, Tour Services and also MICE . We offer a spectrum of tailor-made tours packages covering cultural, historical and modern attractions of Dubai, Abu Dhabi and the other emirates of Sharjah, Ajman, Ras Al Khaimah, Um AlQuwain and Fujairah.

Local services range from Hotel Bookings, Desert Safari Tours, Dubai City Tour, Airport Transfers, Medical Tourism, Dhow Cruise Dinner Dubai, Abu Dhabi City Tour, Burj Al Arab Tour Dubai, Dinner in Desert Dubai, Wild Wadi Water Park Tour, Burj Khalifa Tour Dubai, Water Park Dubai, Sharjah Tour Packages, Global Village Tour, Big Bus Tour Dubai, Al Ain Tourist Attractions, Wonder Bus Tours Dubai, Dubai Dolphinarium, Hatta Mountain Wadi, Jet Ski Tour Dubai, Fujairah East Coast Tour, Ski Dubai, Legoland Tour Dubai, IMG World of Adventures Dubai tour, Dubai Helicopter Tour, Oman Musandam Tour Dubai, Seaplane Tour Dubai and a host of other great places. Incel Tourism LLC has a full range of first class services and strives to be a world class tour company. Our goal is to introduce the beauty of U.A.E to the world, to share with our valuable guests the rich Arabian culture and history of U.A.E. Incel Tourism utilizes people, technology and service to be the tourism company of choice for all.

We are recruiting to fill the position below:

Job Title: Quality Assurance Officer

Location: Lagos
Employment Type: Full-time
Reports To: Head of Internal Control

Job Purpose

• To serve as the operational backbone of the Quality Assurance and Control function, responsible for reviewing business processes end to end, identifying inefficiencies, and driving process optimization across the organization.
• This role ensures that processes are efficient, well-documented, consistently followed, and continuously improved, supporting the delivery of a high-quality customer experience within the travel and tourism industry.

Key Responsibilities
Process Review & Optimization:

• Review business processes end to end to identify bottlenecks, redundancies, and operational inefficiencies.
• Design and recommend process improvements, redesigns, and optimization initiatives to enhance efficiency and effectiveness.
• Map current-state and future-state processes to support continuous improvement efforts.
• Ensure processes are accurately documented, standardized, and consistently followed across teams.

Quality Management Systems:
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• Develop, implement, and maintain quality management systems in line with ISO 9001:2015 standards.
• Plan and conduct internal QMS audits to verify compliance and identify non-conformities.
• Track corrective and preventive actions (CAPA) through to closure.
• Prepare for and support external ISO certification and surveillance audits.

Quality Assurance & Monitoring:

• Monitor adherence to policies, procedures, and Standard Operating Procedures (SOPs).
• Conduct quality reviews and audits across operational and customer-facing processes.
• Prepare and present quality performance reports and exception reports to management.
• Evaluate the effectiveness of controls and quality checkpoints, and recommend enhancements.

Policy & SOP Development:

• Draft, review, and update policies, procedures, and SOPs.
• Research industry best practices and regulations to inform policy updates.
• Consult with business units to ensure policies are practical, enforceable, and process-aligned.
• Maintain a central repository of policies and SOPs with version control.

Continuous Improvement Culture:

• Foster a culture of continuous improvement across the organization.
• Train and coach teams on quality standards, process discipline, and improvement methodologies.
• Lead root-cause analysis on recurring process or quality issues.

Mentoring:

• Provide guidance and oversight to junior QA/process team members.
• Support the professional development of the team.
• Build a strong, capable, and resilient QA function.

Qualifications & Experience

• Education: Bachelor's Degree in Business Administration, Quality Management, or a related field. ISO 9001:2015 Quality Management Systems (QMS) Auditor certificate is required. Other professional certifications (CIA, ACCA, ACA, CISA, CQA) are an advantage.
• Experience: 5–7 years of solid quality assurance work history, including end-to-end process review and process optimization. Experience in the travel or tourism industry is strongly preferred; candidates without direct tourism experience must demonstrate a clear working knowledge of the industry.
• Skills: Strong knowledge of quality management systems and process optimization methodologies. Strong analytical, investigative, and problem-solving skills. Excellent report writing and communication skills. Ability to influence and collaborate with stakeholders at all levels.

Key Competencies:

• Strong ethical standards and integrity.
• Attention to detail and accuracy.
• Ability to work independently and lead process reviews.
• Proactive and solution-oriented mindset.
• Strong organizational and time management skills.
• Please note that you must have worked within the travel space or hospitality industry to be considered for this position.