Quality Assurance and Performance Manager

We are looking for a Quality Assurance and Performance Manager for our partner HayPass who will be responsible for monitoring and evaluating business operations to ensure they meet organizational and regulatory standards at the highest possible level of performance. The role leads the development, implementation, and continual improvement of quality management systems (QMS) and  Information Security Management System (ISMS), ensuring full compliance with ISO 9001 and managing all audits, including ISO 27001, PCI PP, and eIDAS certifications.

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HayPass is the company which entered into public private partnership with the Armenian Government to implement the new biometric ID management infrastructure and ID card project.

HayPass will then operate the infrastructure and deliver ID Services to the Citizen of Armenia (on

behalf of the Ministry of Internal Affairs) for the next 11 years.

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Primary Responsibilities

• Monitor and evaluate overall business operations to ensure adherence to established standards and continuous improvement of performance levels.

• Lead the implementation and maintenance of the ISO 9001 Quality Management System, ensuring compliance across all departments.

• Organize, manage, and coordinate internal and external audits (ISO 9001, ISO 27001, PCI CPP, eIDAS, and others as applicable).

• Ensure that all corrective and preventive actions (CAPA) are effectively implemented and documented.

• Oversee and ensure the preparation of the monthly operational performance report, including analysis of compliance with Service Level Agreements (SLAs) and identification of areas for improvement.

• Develop and update quality policies, procedures, and process documentation for all departments (Production, IT, Logistics, Maintenance, HR, Security Identify and address performance gaps through data-driven analysis and improvement initiatives.

• Work collaboratively with department heads to embed quality culture and operational excellence throughout the organization.

• Conduct training and awareness programs on quality management principles, audit readiness, and compliance standards.

• Prepare and deliver quality performance reports for senior management and stakeholders.

• Stay informed of industry regulations, best practices, and quality management trends to ensure ongoing compliance and innovation.

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Required Skills & Qualifications

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• Bachelor’s degree in Quality Management, Business Administration, Engineering, or a related field.

• Minimum 5 years of experience in quality assurance, performance management, or audit coordination roles.

• Proven expertise in ISO 9001, ISO 27001. Experience in developing, implementing, and auditing quality management systems.

• Familiarity with risk management, data protection, and process optimization methodologies.

• Fluency and working proficiency  in Armenian and English.

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Core Competencies & Soft Skills

• Analytical Thinking: Ability to assess complex data and identify key trends for performance improvement.

• Attention to Detail: Ensures accuracy, precision, and completeness in all quality documentation and audits.

• Leadership: Capable of guiding cross-functional teams toward quality excellence and compliance objectives.

• Communication: Strong verbal and written communication skills for effective coordination with internal teams, auditors, and management.

• Problem Solving: Skilled in identifying root causes and implementing sustainable corrective actions.

• Integrity and Accountability: Demonstrates high ethical standards and responsibility in maintaining compliance.

• Adaptability: Able to manage multiple priorities and adjust to evolving business or regulatory needs.

• Collaboration: Works effectively with diverse teams to promote a culture of quality and continuous improvement.

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Optional Skills & Qualifications

• Experience with PCI PP,eIDAS audits and certifications is highly desirable.