• This role is responsible for ensuring that the services provided by the bank meet or exceed the established standards of quality. This involves evaluating, monitoring and improving the performance of various services to enhance customer satisfaction and operational efficiency. The ultimate goal is to ring-fence the Bank’s reputation by delivering high-quality services that meet or exceed customer expectations.

Key Accountabilities

• Quality Monitoring and Evaluation: Regularly assess the quality of services through audits, inspections, customer feedback analysis, and other evaluation methods.
• Identifying Areas for Improvement: Identify trends, issues, and areas where the services can be improved, and make recommendations for enhancements.
• Process Improvement: Work with cross-functional teams to develop and implement process improvement initiatives to enhance service delivery.
• Documentation and Reporting: Maintain detailed records of quality assessments, results, and improvement efforts, and presenting periodic reports to management.
• Regulatory Compliance: Ensure that the services provided comply with relevant laws, regulations, and industry standards.
• Risk Management: Identify potential risks to service quality and recommend strategies to mitigate them.
• Continuous Improvement Culture: Foster a culture of continuous improvement within the bank by promoting service quality best practices.
• Data Analysis: Utilize data analysis tools to extract insights and trends related to service quality and customer satisfaction.

Qualifications

Education, experience & competencies

• Bachelor's degree in a business-related or relevant field.
• At least 3 years of experience in customer experience or contact center in fast-paced environment.
• A track record of excellent service delivery to customers and collaboration with internal stakeholders to champion customer experience.
• An appreciation of service quality assurance principles.
• Knowledgeable about bank products, services and processes.
• Demonstrated ability track CX Metrics and KPIs.
• Ability to grasp and understand systems.
• Knowledge of MS Excel and any other service quality assurance systems.