Service Quality Assurance Officer at SBM Bank

Job Purpose:

Reporting to the Quality Assurance Lead, the Service Quality Assurance Officer will be responsible to ensure that quality management and assurance initiatives are embedded across all lines of business.

Key Responsibilities:

• Work in collaboration with stakeholders to implement and continuously improve service quality to enhance customer experience
• Identify and track defects across Customer Journeys
• Assist in developing tools for Service and Quality KPIs based on qualitative and quantitative data
• Assist to develop methodologies to celebrate quality awards
• Perform quality audits and propose corrective measures
• Perform after sales feedback calls/surveys
• Assist in submission of business case for Customer Service Excellence including business impact, budget, investment requirements,amongst others
• Assist in the development of necessary capabilities to instill and sustain quality culture in the organisation
• Work cross-functionally with business stakeholders to effect change via people, policy and/or system changes with the end-customer in mind

Qualifications, Experience & Skills:

• Degree in Management or any other relevant field
• A minimum of 3 years’ experience in a related field
• Knowledge of TQM tools would be an advantage
• Excellent organizational and communication (oral, written, presentation and facilitation) skills with ability to interact with all levels
• Strong problem solving, be a strategic thinker and ability to simplify the complex
• A positive, constructive can-do attitude
• Ability to negotiate, influence and build credibility with internal teams
• Excellent facilitator with ability to align different functions toward a common goal
• Ability to work independently and collaboratively