QNB1383 - Service Quality Officer

Business Unit: -
Division: -
Department: -
Country: Qatar
Closing Date: 20-Jan-2016
About QNB

QNB Group, the largest Financial Institution in the Middle East and Africa are looking to hire a Service Quality Officer, to meet the expansion needs of our office in .

QNB has enjoyed continued success with Net Profits of QAR 10.8 billion (USD3 billion) in 2018 (up by 6%) and increased Total assets to QAR 853 billion (USD 234 billion). The Group now employs over 29,000 employees in 1,200 locations, with an ATM network of more than 4,300 machines.

Role Summary:

You 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 in his efforts 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.

Assist the Head Service Quality in the development and implementation of service quality standards in line with applicable best practices and regional considerations.

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.


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.


If you have the skills required and would like to work for the 'World's Strongest Bank', please apply below.

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