Officer Quality Service

Qatar National Bank (QNB)

Qatar

Ref: GP735-109

Job description / Role

Employment: Full Time

QNB Group, the World's Strongest Bank and the leading bank in the Middle East and North Africa, is seeking an Service Quality Officer for the further expansion of the office in Qatar.

QNB has witnessed rapid domestic and international expansion over the past few years with 2013 Net Profit of US$2.6 billion and a growth rate of 13.7%.
QNB Group operates through its subsidiaries and associate companies in 26 countries providing a comprehensive range of advanced products and services.

The total number of staff is almost 13,600 operating from over 590 locations.Youassist 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.

Requirements

- 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.

About the Company

QNB Group is the biggest bank in Qatar, and a leading financial institution in the Middle East and Africa is hiring.

QNB Group’s presence through its subsidiaries and associate companies now extends to more than 30 countries across 3 continents, providing a comprehensive range of products and services. The total number of staff is more than 28,000 operating from over 1200 locations.

QNB will assist you to take charge of your career with rich and varied opportunities to experience different parts of our global business and develop a valuable portfolio of skills and knowledge.

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