When talking about people who are truly inspired by their work, the name of Anu Kaup, Metrosert’s Head of Quality and Legal, stands out. Anu’s journey at Metrosert began over five years ago, and just as the company has evolved, so has she.

How did Anu Kaup transition from the world of law and quality management to the complex yet exciting universe of Metrosert? How do the roles of Quality and Legal Officer fit together, and what are her biggest challenges in her daily work? In the interview below, Anu shares her story, challenges, and vision for Metrosert’s development.

Please tell us how you ended up at Metrosert and what you did before?

Before joining Metrosert, I worked for 11 years at the Estonian Bar Association. Over the years, my duties changed, and among other things, I participated in creating a quality management system in line with the ISO 9001 standard. At that time, the ISO 9001:2008 version presented a real challenge, as the standard focused on products and customers, making its application to a public law organization quite tricky. However, any goal that requires effort is what inspires me, and this sparked my interest in quality management. In 2017, I defended my master’s thesis at the Tallinn University School of Social Sciences, focusing on the implementation of quality management principles in public law organizations, using free legal professions as an example.

Additionally, I was responsible for issuing the quality mark for law firms – the Bar Association’s Quality Management Certificate – including auditing firms to ensure they met higher service standards. My thoughts gradually moved toward the idea that quality management could become my primary focus.

One day, a good colleague stood behind me and said that the position of Quality Manager at Metrosert was meant for me, and it was settled. I tried to argue verbally that I didn’t know anything about measurements or technical topics in general, but my colleague stood firm, and that’s how I ended up at Metrosert, where I’ve been for more than five years. It’s also nice to return to the Ministry of Economic Affairs and Communications, as it was my employer before the Bar Association.

How have your duties and Metrosert changed over time?

My interest in law led me to study law at the University of Tartu. In hindsight, I’ve heard that one reason I was chosen for the position of Quality Manager at Metrosert was because I had studied law at the bachelor level, and Metrosert lacked internal legal competence. It’s unclear if this is just gossip or if there’s some truth to it, but in any case, my duties smoothly evolved toward handling legal issues that arose within the company. It seems that with all of my employers, my position has been shaped to fit my own profile. And that’s what allows me to dedicate myself to my work every day and ensures that the work remains exciting.

Metrosert has undergone significant changes over the years. The simplest way to mark this is by pointing out that the number of employees has grown from 55 to 105, and Metrosert now occupies four floors in the Tallinn building, compared to the previous two. One could joke that the amount of work and responsibility has grown proportionally, but there is certainly some truth in that. The Metrosert I joined five years ago is definitely not the same Metrosert I work for today.

How do the roles of Quality and Legal Officer relate to each other?

I’ve been asked many times how the roles of Quality Manager and Legal Officer fit together in one position, and I can confidently answer that for me, these two roles are inseparably linked. Both aim to ensure that the company’s operations are correct and in compliance with requirements. I’m ready to put in the effort every day to achieve this.

To clarify my perspective, let me start by defining what quality and law mean. Quality is typically defined through the properties of a product or service, ensuring that what is offered (whether it’s a product or service) meets the customer’s expectations. I favor the thinking that the customer might not be sufficiently knowledgeable or aware of their expectations, and Metrosert, as a provider of metrology services, must show them what they need to be more competitive and generate more revenue. As an accredited company, the role of the Quality Manager at Metrosert is more narrowly focused on ensuring that the company’s processes function in such a way that they meet the standards that underpin the accreditations.

Now, regarding law: law also involves a set of norms, and failing to comply with them can lead to sanctions for the company. The role of the Legal Officer is to ensure that the company’s operations comply with the legal norms in place.

Therefore, both roles aim to ensure compliance, but the sources of the norms differ.

What do you mainly do at Metrosert today? What is your biggest challenge? What do you enjoy most about your daily work?

I’ve already mentioned the two roles, but I would actually divide my tasks into three categories: Quality Manager, Legal Officer, and Procurement Specialist. As a state-owned joint-stock company, Metrosert is a procurement party, and in its intensive development phase, where laboratories for applied research centers need to be built within a relatively short period, the legal organization of procurements is of great importance.

My biggest challenge is finding a balance between meeting standards and fostering innovation in Metrosert’s rapid and extensive development phase. I want to give my best to ensure that Metrosert operates correctly and that the word “quality” is associated with our name by customers and partners alike. Recent years have shown that legal issues can arise unexpectedly from unforeseen sources, and that’s actually what develops me and allows me to learn something new every day.

Metrosert is ready to play an important role for the Estonian state, and where there is readiness, more will be added.

Why is your work at Metrosert important for the Estonian state and businesses?

Metrosert is owned by the Estonian state, so we must fulfill the expectations set for us. Metrosert plays two important roles for the Estonian state – the national metrology authority and an applied research center. Additionally, the state expects us to provide certification services. For example, the certification of the closed package fill quantity control system is offered exclusively by Metrosert in Estonia, and Estonian companies cannot outsource it, as the requirements are based on the national measurement law. All of the services offered by Metrosert aim to enhance the competitiveness of Estonian companies, which shows that the better we can perform our role at Metrosert, the more we are helping the Estonian state and its businesses.

Where do you see Metrosert and yourself in five years?

I’m confident that in the long term, Metrosert’s development won’t end with the launch of the five fields of the applied research center that we currently know. Metrosert is ready to take on an important role for the Estonian state, and where there is readiness, more will be added.

Five years is a relatively short period to launch something so significant, and standing with both feet on the ground, I think that in five years, all the laboratories we’re currently building could be fully operational. I’d be happy to still be a part of this machine five years from now.

What do you do in your free time?

For decades, my loved ones joked that my hobby was learning. I am a strong supporter of lifelong learning. This is reflected in the two vocational qualifications, two bachelor’s degrees, and two master’s degrees I have acquired. Last summer, while receiving my master’s degree in law from the University of Tartu, I felt it was time to slow down a bit and catch my breath. Life had its own plan for this, and for nearly a year, I’ve had the joy of enjoying a completely new role – being a grandmother! My children are the most precious to me, but my grandchildren are even more so. I’m excited to take little Hanna to the café and zoo, and I can’t wait for the puppet theater.

In my free time, I really enjoy spending time with my loved ones – whether it’s a trip to the cinema or theater, an extended weekend in a European city, or a walk in one of Estonia’s beautiful bogs. As someone with no prior interest in gardening, I’ve discovered a new field for myself – community gardening.

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Finally, we’d like to issue a call – there are still a few days left to apply for the position of Quality Specialist at Metrosert’s small Quality Unit. If you’re interested, you can apply HERE!