Senior Associate – Quality & Process Improvement (ETIC)

About the role

As a Senior Associate in Quality & Process Improvement within PwC’s Managed Services team in Cairo, you will lead the design and implementation of quality management systems that ensure high‑quality service delivery across the Middle East. You will work closely with delivery teams to embed quality gates, support compliance with ITIL, ISO 9001 and related standards, and drive continuous improvement initiatives.

Key responsibilities

• Establish and maintain a quality management system for the Managed Services team across the Middle East.
• Design and implement quality assurance strategies aligned with ITIL, ISO 20000, ISO 9001 and CMMI for Services.
• Conduct audits and reviews to verify adherence to defined processes.
• Support service setup by defining scope, resourcing and reporting structures with quality gates.
• Define KPIs with stakeholders and monitor quality performance metrics.
• Facilitate root‑cause analysis, corrective‑action planning and documentation control.
• Provide training and coaching on quality standards and best practices.

Required profile

• Bachelor’s degree in Computer Science, Engineering or a related field.
• Minimum 5 years of experience in service management quality assurance, process improvement or delivery governance.
• Relevant certifications such as Six Sigma Green Belt, ITIL Foundation, ISO 9001, ISO 20000 or CMMI for Services.

Required skills

• ITIL framework knowledge.
• ISO 20000 and ISO 9001 standards.
• CMMI for Services.
• Six Sigma Green Belt methodology.
• Agile methodologies (Scrum, SAFe).