Associate Service Quality Retail

Job Purpose Summary

The incumbent will assist the **Senior Manager **Service Quality Retail / Vice President Service Quality (SQ) in developing and implementing the service quality plan/ initiatives for Retail Banking 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.

Essential Duties & Responsibilities by Dimensions
**A. Shareholder & Financial**:

- Assist the **Senior Manager **Service Quality Retail / Vice President Service Quality (SQ) in the development and implementation of the Group's Service Quality strategy/ plan.
- Assist the **Senior Manager **Service Quality Retail / Vice President Service Quality (SQ) 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 **Senior Manager **Service Quality Retail / Vice President Service Quality (SQ) in the creation of Key Performance Indicators (KPIs) for monitoring service quality efforts/ initiatives and monitor their achievements on a periodic basis.

**C. Customer (Internal & External)**:

- Assist in Liaise on continual basis with the other related units/ departments within the Group to obtain information regarding customer feedback/ complaints on timely basis.
- Assist in Maintaining an Internal and external surveys covering all departments / the customers to know how internal customers are satisfied with the services provided by QNB - Analyze all customer complaints and find the corrective action to resolve it.

**C. Internal (Processes, Products, Regulatory)**:

- Assist the **Senior Manager **Service Quality Retail / Vice President Service Quality (SQ) in the development and implementation of service quality standards in line with applicable best practices and regional considerations.
- Assist in Identifying & analyzing route cause of all repeated issues and work on reviewing existing and new process
- Assist in reviewing the resolution of complains (TAT) and find ways to resolve the high TAT transactions.
- Assist the **Senior Manager **Service Quality Retail / Vice President Service Quality (SQ) in his/ her 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 **Senior Manager **Service Quality Retail / Vice President Service Quality (SQ). Assist in finding solution for route cause and analyze all issues raised through reports and work on upgrade Service Delivery Standard.
- Channeling customer feedback to the business and distribution units through the **Senior Manager **Service Quality Retail / Vice President Service Quality (SQ) on timely basis and thereby assist in the continuing improvement of relevant products, procedures and services.

Assist the **Senior Manager **Service Quality Retail / Vice President Service Quality (SQ) 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.

**D. Learning & Knowledge**:

- Possess good knowledge of service quality related issues, standards and the latest trends with respect to measurement/ assessment of service quality.
- Assist in staff training (especially front-line personnel) on service quality related standards, matters and initiatives, including the latest tools/ trends in conducting service quality checks, in coordination with coaching and mentoring team of group Retail bank.

Education & Experience Requirements:

- University graduate
- Fair Knowledge of the latest trends in service quality standards, tools and techniques.
- Fair Knowledge of handling service quality issues/ matters preferably in the financial services sector

Required Special Skills:

- Customer service oriented.
- Ability to identify issues and their resolution.
- Good oral and written communication skills in English and Arabic (preferable).
- Good personal interaction skills.
- Ability to follow through with initiatives.
- Goal oriented and should be able to work effectively under pressure and meet deadlines.