Senior Service Quality Assurance Officer 7 views

Purpose of the Job: To lead and enhance the Bank’s service quality assurance programs across all channels, ensuring compliance with internal benchmarks and regulatory standards. The role drives continuous improvement by analyzing customer feedback, audits, and service metrics to identify gaps and implement corrective actions. It develops actionable insights, updates SLAs, partners with training teams, and mentors QA staff. The position also oversees improvement initiatives and collaborates with business units to elevate overall customer experience and service excellence.

Generic Functions:

• Take up the roles of the Division Manager in his/her absence
• Actively participate in developing, reviewing and implementing policies & procedures, plan /budget of the division
• Mentor and enable staffs below his /grades towards achieving their effective performance
• Demonstrate the Bank’s code of conduct; embody the bank’s good culture and corporate image to the public
• Engage in teamwork, collaboration, and transparency work practices
• Provide services as per the service level agreement

Qualification: BA in Management, Marketing, Business Administration, or related filed of studies.

Experience: Five/5 years of relevant Banking experience of which two/2 years as officer position.