Senior Associate - Quality & Process Improvement (Service Management)

About the role

PwC is hiring a Senior Associate for its ETC, Quality & Process Improvement (Service Management) team in Cairo. As a Process Quality & Process Improvement Engineer within the Managed Services team, you will set up a quality management system, run quality assurance and audits, and drive continuous improvement so that high-quality services are delivered.

Key responsibilities

• Establish a quality management system for the Managed Services team across the Middle East.
• Design and implement quality assurance strategies aligned with ITIL and ISO standards.
• Conduct quality audits and reviews to ensure adherence to defined processes.
• Support service setup with quality gates covering scope agreement, resourcing and reporting structures.
• Work with stakeholders to define KPIs and monitor quality performance metrics.
• Facilitate root cause analysis and corrective action planning for identified gaps.
• Maintain documentation control and configuration management practices.
• Provide training and coaching on quality standards and best practices.

Required profile

• Bachelor's degree in Computer Science, Engineering or a related field.
• 5+ years of experience in service management quality assurance, process improvement or delivery governance roles.
• Experience in process improvement and quality governance in delivery environments.
• Ability to work cross-functionally in a matrixed environment.

Required skills

• Quality frameworks: ITIL, ISO 20000, CMMI for Services, ISO 9001.
• Process improvement and quality governance.
• Familiarity with Agile methods (Scrum, SAFe).
• Analytical, documentation and communication skills.
• At least two of the following certifications preferred: Six Sigma Green Belt, ISO 9001, ISO 20000, CMMI for Services, ITIL Foundation.