The document is a profile for a Quality Assurance Manager from the European e-Competence Framework. It lists several key competencies for quality assurance managers including developing an ICT quality strategy, managing risk across information systems, measuring process effectiveness and implementing ICT quality policy. For each competency area, it identifies relevant proficiency levels, knowledge examples, and skills examples.

1. View the European e-Competence Framework at
http://www.ecompetences.eu/
Erik de Koning - Quality Assurance Manager
User
selected
Quality Assurance Manager
D - Enable
x x D.2. ICT Quality Strategy Development
Defines, improves and refines a formal strategy to satisfy customer
expectations and improve business performance (balance between cost and
risks). Identifies critical processes influencing service delivery and product
performance for definition in the ICT quality management system. Uses defined
standards to formulate objectives for service management, product and
process quality. Identifies ICT quality management accountability.
Proficiency Levels
x x Proficiency Level 4 - Exploits wide ranging specialist knowledge to leverage and authorise the
application of external standards and best practices.
x Proficiency Level 5 - Provides strategic leadership to embed ICT quality (i.e. metrics and continuous
improvement) into the culture of the organisation.
Knowledge Examples
x K1 the major information technology industry frameworks - COBIT, ITIL, CMMI, ISO - and their
implications for corporate ICT governance
Skills Examples
x S3 apply relevant standards and best practices to maintain information quality
E - Manage
x x E.3. Risk Management
Implements the management of risk across information systems through the
application of the enterprise defined risk management policy and procedure.
Assesses risk to the organisation's business, including web, cloud and mobile
resources. Documents potential risk and containment plans.
Proficiency Levels
x Proficiency Level 2 - Understands and applies the principles of risk management and investigates
ICT solutions to mitigate identified risks.
x x Proficiency Level 3 - Decides on appropriate actions required to adapt security and address risk
exposure. Evaluates, manages and ensures validation of exceptions; audits ICT processes and
environment.
Knowledge Examples
x K1 apply risk analysis taking into account corporate values and interests
x K3 good practices (methodologies) and standards in risk analysis
Skills Examples
x S1 develop risk management plan to identify required preventative actions
x S2 communicate and promote the organisation's risk analysis outcomes and risk management
processes
x S3 design and document the processes for risk analysis and management
x S4 apply mitigation and contingency actions
x x E.5. Process Improvement

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http://www.ecompetences.eu/
Measures effectiveness of existing ICT processes. Researches and benchmarks
ICT process design from a variety of sources. Follows a systematic methodology
to evaluate, design and implement process or technology changes for
measurable business benefit. Assesses potential adverse consequences of
process change.
Proficiency Levels
x x Proficiency Level 3 - Exploits specialist knowledge to research existing ICT processes and solutions
in order to define possible innovations. Makes recommendations based on reasoned arguments.
Knowledge Examples
x K2 evaluation, design and implementation methodologies
x K3 existing internal processes
Skills Examples
x S1 compose, document and catalogue essential processes and procedures
x S2 propose process changes to facilitate and rationalise improvements
x S3 implement process changes
x x E.6. ICT Quality Management
Implements ICT quality policy to maintain and enhance service and product
provision. Plans and defines indicators to manage quality with respect to ICT
strategy. Reviews quality measures and recommends enhancements to
influence continuous quality improvement.
Proficiency Levels
x Proficiency Level 2 - Communicates and monitors application of the organisation's quality policy.
x Proficiency Level 3 - Evaluates quality management indicators and processes based on ICT quality
policy and proposes remedial action.
x Proficiency Level 4 - Assesses and estimates the degree to which quality requirements have been
met and provides leadership for quality policy implementation. Provides cross functional leadership
for setting and exceeding quality standards.
Knowledge Examples
x K1 which methods, tools and procedure are applied within the organisation and where they should
be applied
Skills Examples
x S1 illustrate how methods, tools and procedures can be applied to implement the organisation's
quality policy
x S2 evaluate and analyse process steps to identify strengths and weaknesses
x S5 perform quality audits
x E.7. Business Change Management
Assesses the implications of new digital solutions. Defines the requirements
and quantifies the business benefits. Manages the deployment of change
taking into account structural and cultural issues. Maintains business and
process continuity throughout change, monitoring the impact, taking any
required remedial action and refining approach.
Proficiency Levels
x Proficiency Level 3 - Evaluates change requirements and exploits specialist skills to identify
possible methods and standards that can be deployed
Knowledge Examples
x K1 digital strategies

3. View the European e-Competence Framework at
http://www.ecompetences.eu/
Skills Examples
x S1 analyse costs and benefits of business changes
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