QNB1252 - Senior Officer Service Quality

  • Country
    Qatar
  • Closing Date
    31-Dec-2014
About QNB

Established in 1964 as the country’s first Qatari-owned commercial bank, QNB Group has steadily grown to become the largest bank in the Middle East and Africa (MEA) region.

QNB Group’s presence through its subsidiaries and associate companies extends to more than 31 countries across three continents providing a comprehensive range of advanced products and services. The total number of employees is more than 28,000 serving up to 20 million customers operating through 1,000 locations, with an ATM network of 4,300 machines.

QNB has maintained its position as one of the highest rated regional banks from leading credit rating agencies including Standard & Poor’s (A), Moody’s (Aa3) and Fitch (A+). The Bank has also been the recipient of many awards from leading international specialised financial publications.

Based on the Group’s consistent strong financial performance and its expanding international presence, QNB currently ranks as the most valuable bank brand in the Middle East and Africa, according to Brand Finance Magazine.

QNB Group has an active community support program and sponsors various social, educational and sporting events.

Role Summary

You will assist the Head of Service Quality (SQ) in developing and implementing the service quality plan/ initiatives for retail customers in order to continuously improve the quality of service imparted to retail customers and thereby provide a competitive edge to the Group over its competitors.

Role Description

Assist the Head of Service Quality in the development and implementation of the Group’s Service Quality strategy/plan for onward submission to the GM Retail Banking.

Assist the Head of Service Quality to keep customer attrition to a minimum and improve usage of the Group’s products and services by ensuring high standards of service quality, thereby resulting in growth in business.

Provide inputs to the Head of Service Quality in the creation of Key Performance Indicators (KPIs) for monitoring service quality efforts/ initiatives and monitor their achievements on a periodic basis.

Liaise on continual basis with the other related units/ departments within the Group to obtain information regarding customer feedback/complaints on timely basis. 

Ensure customer complaints are attended to in a prompt manner and satisfactorily resolved.

Ensure the effective and efficient usage of the customer complaint management process/ system and customer feedback mechanisms by the concerned staff.

Assist the Head of Service Quality in his mission to evaluate and improve service quality levels on continual basis by:

Conducting mystery shopping surveys and other checks on unannounced basis to monitor branch/ unit performance against the established service quality standards and reporting the results to the Head Service Quality.

Channeling customer feedback to the business and distribution units through the Head of Service Quality on timely basis and thereby assist in the continuing improvement of relevant products, procedures and services.

Assist the Head of Service Quality in ensuring that the latest trends/ tools/ methodologies in service quality are continually analyzed and reflected in the Group’s service quality efforts, to the extent applicable.

Qualifications

University graduate with at least 5 years experience in handling service quality issues/ matters preferably in the financial services sector.

Knowledge of the latest trends in service quality standards, tools and techniques.

For further information, please refer to the attached job description.

Note: you will be required to attach the following:
  1. Resume/CV
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