Service Quality Lead

Responsibilities

• Quality Monitoring & Assessment
• Conduct regular quality monitoring across Branches and the Contact Center.
• Standards & Methodology
• Develop and maintain QA scorecards/checklists, lead regular calibration sessions, and contribute to drafting service standards and customer interaction scripts.
• Consumer Protection Compliance: Ensure all customer interactions adhere to CBA consumer-protection regulations and internal policies, escalating any non-compliance or misconduct promptly.
• End-to-End Complaint Management: Receive, investigate, and resolve customer complaints through all channels within established CBA and internal timelines, ensuring accurate and timely official responses.
• Mediator & Regulatory Relations
• Act as the key contact for the Financial System Mediator’s Office, preparing company positions, representing the Company in disputes, and handling CBA inquiries regarding consumer protection.
• Root-Cause Analysis & Continuous Improvement
• Analyze customer feedback (NPS/CSAT) and complaint trends to identify root causes, recommend corrective actions, provide constructive feedback to teams, and identify training needs.

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