Assistant Manager Quality Control Assurance (BS-17)

Social Welfare &; Lahore; On-site; PKR 1,200,000 - 1,800,000; Full time

Job summary

Social Welfare & Bait ul Maal seeks an Assistant Manager Quality Control Assurance (BS-17) to establish and maintain quality standards across welfare service points. The role links policy intent with field execution via audits, surveys, and CAPA actions.

The position oversees QA manuals, inspections, and data analysis to drive service improvements and compliance with SOPs and regulatory frameworks.

Qualifications

• Master's degree in Social Sciences, Public Administration, or Quality Management.
• Experience in quality assurance and auditing in social welfare context.
• Strong analytical and communication skills; ability to design inspection checklists.

Responsibilities

• Develop and update Quality Assurance Manuals and Standard Operating Procedures for all service points.
• Conduct scheduled and surprise inspections of welfare facilities to verify care standards.
• Design and administer beneficiary satisfaction surveys and analyze complaint data to identify gaps.
• Coordinate with Monitoring & Evaluation to integrate quality indicators into the MIS dashboard.
• Lead Root Cause Analysis for major service failures and monitor CAPA implementation.
• Facilitate internal auditor training and support third-party validation exercises.

Skills

Quality Assurance

Process auditing

Data analysis

Complaint management

Communication

Education

Master's degree in Social Sciences

Master's degree in Public Administration

Master's degree in Quality Management

Tools

MIS dashboards

Quality management systems

Job description

The Assistant Manager Quality Control Assurance (BS-17) at Social Welfare & Bait ul Maal serves as a technical officer responsible for establishing, implementing, and maintaining quality standards across all departmental service delivery units. This role ensures that social protection interventions - including financial assistance, institutional care, vocational training, and disaster relief - comply with approved Standard Operating Procedures, regulatory frameworks, and citizen-centric service charters. The incumbent bridges policy intent with field-level execution through systematic monitoring, process audits, and continuous improvement initiatives.

Daily workflows involve designing inspection checklists for welfare homes and vocational centers, conducting surprise visits to verify service delivery against Key Performance Indicators (KPIs), and analyzing beneficiary feedback data from complaint management systems. The officer utilizes Management Information Systems (MIS) dashboards to track disbursement timelines, admission/discharge registers in institutions, and training completion rates. They prepare monthly Quality Assurance Reports for the Director General, coordinate Corrective and Preventive Actions (CAPA) with district officers, and facilitate third-party validation exercises. Career progression leads to Deputy Director Quality Assurance or District Social Welfare Officer roles.

Selection follows the Category A Written Screening Examination cadre: a 100-mark MCQ test covering General Knowledge, Pakistan Affairs, Islamic Studies, English, Quantitative Reasoning, and Professional Subject (Quality Management, Social Welfare Acts, M&E Tools). Candidates scoring the qualifying threshold are shortlisted on merit (typically top 5x vacancies) for document verification of academic degrees (Master's in Social Sciences, Public Administration, Quality Management, or equivalent) and experience certificates. Final merit is determined by combined written score (typically 70-80% weightage) and Departmental Selection Committee interview (20-30% weightage) assessing technical knowledge, situational judgment, and communication skills.

Key duties and responsibilities:

• Develop and update Quality Assurance Manuals and Standard Operating Procedures for all social welfare service delivery points
• Conduct scheduled and surprise inspections of Dar-ul-Aman, Vocational Training Institutes, and Rehabilitation Centers to verify compliance with care standards
• Design and administer beneficiary satisfaction surveys and analyze complaint management system data to identify systemic service gaps
• Coordinate with Monitoring & Evaluation wing to integrate quality indicators into the departmental MIS dashboard for real-time tracking
• Lead Root Cause Analysis for major service failures or audit paras and monitor implementation of Corrective and Preventive Actions (CAPA)
• Facilitate internal auditor training for district staff and represent the department in third-party validation or donor compliance reviews