Quality Assurance- Banking Operations

Quality Assurance

• Conduct quality assurance reviews of customer complaint cases, correspondence, and complaint handling processes.
• Evaluate complaint investigations and resolutions to ensure compliance with established policies, procedures, and regulatory requirements.
• Assess the quality, consistency, and effectiveness of customer communications, both verbal and written.
• Analyze the accuracy and appropriateness of decisions made by complaint handling staff and evaluate the quality of resolutions provided.
• Identify trends, gaps, and areas for improvement in complaint management processes.
• Provide meaningful, constructive, and actionable feedback to complaint handling teams to enhance performance and service quality.
• Support the implementation of quality improvement initiatives and best practices.

MIS & Reporting

• Develop and enhance reporting processes, tools, and systems to improve data management and operational efficiency.
• Manage, analyze, and interpret complaint-related data to identify trends, risks, and improvement opportunities.
• Research and recommend innovative approaches to data analysis and reporting.
• Prepare regular and ad hoc management information reports and dashboards.
• Ensure data accuracy, integrity, and consistency across reports.
• Present data-driven insights and recommendations to management and relevant stakeholders.
• Support business decision-making through effective data analysis and reporting.

Qualifications

• 3-5 years of experience in Quality Assurance, Customer Complaints Management, Customer Service Quality, Risk & Compliance, or MIS Reporting.
• Experience within the banking, financial services, or customer service environment is preferred.
• Proven experience in data analysis, reporting, and performance monitoring.
• Strong attention to detail and accuracy.
• Excellent analytical and critical thinking skills.
• Effective verbal and written communication skills.
• Ability to provide constructive feedback and influence process improvements.
• Strong stakeholder management and presentation skills.
• Ability to work independently and manage multiple priorities.
• As much as possible, no relative working in the bank and AECB report is not older than 3 months with a minimum score of 541.