QNB3331 - Associate Service Quality Retail (Qatarization)

QNB3331 - Associate Service Quality Retail (Qatarization)

Join to apply for the QNB3331 - Associate Service Quality Retail (Qatarization) role at QNB Group

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. Its presence extends to more than 31 countries across three continents, serving more than 20 million customers through 1,000 locations and a 4,300 ATM network. QNB has earned high ratings from major agencies (Standard & Poor’s, Moody’s, Fitch) and numerous awards, ranking as the most valuable bank brand in the Middle East and Africa by Brand Finance Magazine. The Group also supports community programs and sponsors social, educational, and sporting events.

Job Purpose Summary

The incumbent will assist the Senior Manager Service Quality Retail / Vice President Service Quality in developing and implementing the service quality plan and initiatives for Retail Banking to continuously improve service quality for retail customers, giving the Group a competitive advantage.

Essential Duties & Responsibilities

• Assist in identifying and analysing root causes of repeated issues, reviewing existing and new processes.
• Review resolution times (TAT) for complaints and find ways to reduce high TAT transactions.
• Conduct mystery shopping surveys and other unannounced checks to monitor branch / unit performance against service quality standards, report results, identify root causes, and propose upgrades to Service Delivery Standards.
• Channel customer feedback to business and distribution units in a timely manner to support product, procedure, and service improvements.
• Analyse emerging service quality trends, tools, and methodologies and integrate applicable practices into the Group’s efforts.

Education and Experience Requirements

Note : Attach the following documents :

Seniority Level

Entry level

Employment Type

Full-time

Job Function

Quality Assurance

Industries

Banking

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