Quality Assurance & Performance Officer

We are looking for a Quality Assurance and Performance Officer for our partner HayPass who is responsible for monitoring, evaluating, and supporting business operations to ensure they meet organizational and regulatory standards. The role assists in implementing, maintaining, and continually improving the Quality Management System (QMS) and Information Security Management System (ISMS), ensuring compliance with ISO 9001 and contributing to audit preparation and coordination for ISO 27001, PCI CPP, and other relevant 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 assess business processes to verify compliance with established standards and support continuous improvement efforts.

• Assist in the implementation, documentation, and maintenance of the ISO 9001 Quality Management System across the organization.

• Support the planning, coordination, and follow-up activities related to internal and external audits (ISO 27001, eIDAS, etc.)

• Track, document, and follow up on corrective and preventive actions (CAPA) to ensure timely and effective closure.

• Prepare and support the compilation of monthly operational performance reports, including SLA compliance analysis and performance metrics.

• Assist in developing, revising, and maintaining quality policies, procedures, work instructions, and process documentation for all departments.

• Participate in identifying performance gaps and support improvement initiatives using data-driven insights.

• Collaborate with HayPass teams to promote quality awareness and operational excellence across the organization.

• Conduct and participate in training and awareness sessions on quality management, compliance, and audit readiness.

• Support the preparation of quality and performance reports for senior management and internal stakeholders.

• Stay up to date with relevant standards, regulations, and best practices in quality management and performance improvement.

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Core Competencies & Soft Skills

• Minimum of 3 years of professional experience in the relevant or related field.

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

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

• 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.

• Good command of Armenian and English (written and spoken).