Assistant Manager (Quality Assurance & Development and Customer Experience)

Job Description

Title: Assistant Manager (Quality Assurance & Development and Customer Experience)

Company Name: A reputed private commercial bank

Vacancy: --

Age: Na

Job Location: Dhaka

Salary: Negotiable

Experience:

• At least 4 years
• The applicants should have experience in the following business area(s): Banks

• MBA/MBM/Masters or equivalent degree in any discipline from any reputed University. No third division is allowed.

• At least 4 years
• The applicants should have experience in the following business area(s): Banks

• At least 4 to 6 years of practical experience in Bank or NBFI in relevant field.

• Advanced level skill in MS Office (MS Excel, MS Word, Power Point) and other analytical tools/software.

• Excellent communication, negotiation, presentation and time management skill.

• Strong analytical, critical thinking and problem-solving skill.

• Excellent organizational, leadership skills and able to excel in high-pressure situations.

The purpose of this role is to lead, direct and manage Quality Assurance & Development and Customer Experience of the bank.

• Conduct service audit in branches, support functions and contact center.
• Arranging events involving various customers and employees in coordination with various stakeholders (Workshop, CSW, CAP).
• Conduct various surveys such as Mystery Shopping Survey, Benchmarking Survey, CSAT etc.
• Overall management of Service Ambassadors (SAs): (Recruitment, Training, etc.)
• Conduct e-quiz program at regular interval.
• Publish quiz result and identify the knowledge gap and forward to respective stakeholders for necessary training.
• Gather & compile gap analysis from different sources (such as SQ reports, HR records/recommendation, manager’s recommendation etc.) and forward to respective stakeholders.
• Analyze Training Needs and develop Training Modules/Outlines.
• Preparing presentations, official memos, meeting minutes etc.
• Assist in HR related activities.
• Coordinate with various department regarding the departmental activities.
• Preparing necessary reports assigned by SQD