Job Openings
Quality Assurance
About the job Quality Assurance
- Conducts process-walk-through and internal quality assurance evaluations on bank processes, people, facilities, and systems.
- Records and reports results to management. Identifies trends / emerging issues and recommends solutions, where possible.
- Support branches to deliver satisfactory services and maintain high quality of services.
- Conducting customer satisfaction / expectation and mystery shopper surveys. Reporting the findings and critical points to Branches.
- Preparing service quality services set of standards for the bank for key tasks through following and researching on the generally accepted international banking quality standards and amending / updating the existing documentation of the bank regarding these.
- Conduct regular checks (i.e. branches and ATMs visits), in order to monitor service quality standards are being maintained properly (cleanliness, tidiness, staff appearance, courtesy/mannerism/grooming, ATM etc.).
- Analyzing the existing work flows of basic products and services and escalating the findings to Head, Operations.
- Analyzing the training needs and requirements of staff regarding the service quality level standards and reporting to Head, Operations and Human Resource and Training Department.
- To report to Head, Operations and coordinate/disseminate the relevant operations
- Any other task as required by management.