Senior Associate Service Quality Retail

2 days ago

Qatar QNB Full time

**Business Unit**
- QNB - Qatar**Division**
- Retail Banking**Department**
- Retail Banking**Country**
- Qatar**Closing Date**
- 09-Apr-2026

**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.

**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.
- Implements KPI’s and best practices for Senior Associate, Service Quality Retail
- Promote cost consciousness and efficiency and enhance productivity, to minimise cost, avoid waste, and optimise benefits for the bank.
- Act within the limits of the powers delegated to the incumbent.

**B. 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.
- To assist customers in all their queries on Bank’s product and seek solution to their requests.
- Maintain activities in accordance with Service Level Agreements (SLAs) with internal departments/units to achieve improvements in turn-around time.
- Build and maintain strong/effective relationships with related departments/units to achieve the Group’s objectives.
- Provide timely/accurate data to external/internal Auditors, Compliance, Financial Control and Risk when required.

**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
- Ensure positive impact on the service quality performance as measured against the Service Quality Indicators (CVM system etc.)
- 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 bu

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