Service Quality Lead

Quality Monitoring & Assessment: Conduct regular quality monitoring across Branches and the Contact Center.

Standards & Methodology: Develop and maintain QA scorecards/checklists, lead regular calibration sessions, and contribute to drafting service standards and customer interaction scripts.

Consumer Protection Compliance: Ensure all customer interactions adhere to CBA consumer-protection regulations and internal policies, escalating any non-compliance or misconduct promptly.

End-to-End Complaint Management: Receive, investigate, and resolve customer complaints through all channels within established CBA and internal timelines, ensuring accurate and timely official responses.

Mediator & Regulatory Relations: Act as the key contact for the Financial System Mediator’s Office, preparing company positions, representing the Company in disputes, and handling CBA inquiries regarding consumer protection.

Root-Cause Analysis & Continuous Improvement: Analyze customer feedback (NPS/CSAT) and complaint trends to identify root causes, recommend corrective actions, provide constructive feedback to teams, and identify training needs.

Reporting & Documentation: Prepare periodic quality and complaint analysis reports for Management and the CBA, maintaining secure QA records in line with data privacy standards.