Head of Service Quality Assurance
3 weeks ago
Role Purpose:
- Executing Customer Excellence Group strategy of being best bank in service in the UAE by managing the Quality Assurance function across the group and subsidiaries
Key Accountabilities of the role
- Design and implement Service Quality frameworks, policies and procedures to ensure proper and comprehensive implementation of Quality Assurance across the group and subsidiaries
- Create Service Quality measures in line with best practices and covering all group businesses including subsidiaries
- Create Service Quality Dashboard to be shared with Group Heads on monthly basis; and to create an Executive Dashboard for the attention of GCEO and Board of Directors
- Centralize the entire function of Service Quality under Customer Excellence Group, covering all the group and subsidiaries
- Defining best Quality Assurance approach that fits each business nature (Call backs, call listening, site visits, documentation review, sampling techniques. etc.)
- Ensure proper implementation of QA frameworks and procedures across the group
- Conducting Thematic reviews on Quarterly basis and to plan those reviews in coordination with Conduct Risk Unit
- Ensuring adequate capacity in place to produce quality output during monitoring and reviews
- Always ensure Transparency and consistency of measures in all products and services provided
Specialist Skills / Technical Knowledge, Technical Competencies Required for this role:
- Statistical Quality Assurance Techniques
- Customer centric mentality
- Analytical thinking
- Excellent in MS office (Excel, PowerPoint, word)
- Very good command in Arabic and English Languages
- Good convincing skills
- Excellent presentational skills
- Good managerial skills to manage a team of 25 employee
Previous Experience:
- Minimum 15 years of experience in customer service and service excellence
- Head of Quality Assurance function is a must
- Banking experience is a plus
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