Job Description

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

Company Name: Mutual Trust Bank PLC

Vacancy: --

Age: Na

Job Location: Dhaka

Salary: --

Experience:

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

MBA/MBM/Master’s or equivalent degree in any discipline from a reputed university with a strong academic record. No third division/class or equivalent CGPA is allowed at any stage of the academic career.

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

• Excellent communication, negotiation, presentation, and time-management skills.

• Strong analytical ability with critical-thinking and problem-solving skills.

• Proven organizational and leadership capabilities; able to perform effectively under pressure.

• Advanced proficiency in MS Office (Excel, Word, PowerPoint) and familiarity with analytical tools/software as required.

Context

The role leads, directs, and manages the Bank’s Quality Assurance & Development and Customer Experience functions to ensure consistent service standards across branches, support units, and the contact center; acts as a central coordinator among Service Quality, HR, Training, and Business Teams to diagnose service gaps, design interventions, and track outcomes; and drives data-informed improvements through audits, surveys, and feedback loops, translating insights into training, process fixes, and stakeholder actions.

Key Responsibilities

• Service Audits: Plan and conduct service audits across branches, support functions, and the contact center; report findings and track corrective actions.

• Customer/Employee Engagement: Organize workshops and engagement events (e.g., CSW, CAP) in coordination with relevant stakeholders.

• CX Research & Surveys: Design and execute Mystery Shopping, Benchmarking, CSAT and other surveys; analyze results and recommend improvements.

• Service Ambassadors (SAs): Oversee end-to-end SA management (recruitment, onboarding, training, performance tracking).

• Knowledge Programs: Run periodic e-quizzes; publish results; identify knowledge gaps and route them to stakeholders for targeted training.

• Gap Analysis: Consolidate insights from SQ reports, HR records/recommendations, manager inputs, and other sources; escalate to owners with clear actions and timelines.

• Training Enablement: Conduct Training Needs Analysis (TNA); develop training modules/outlines in partnership with HR/Training teams.

• Documentation & Communication: Prepare presentations, official memos, meeting minutes, and status reports for management review.

• HR Support: Assist with HR-related activities linked to service quality capability building (e.g., nominations, learning records).

• Cross-Functional Coordination: Liaise with departments to align initiatives, remove blockers, and ensure timely implementation.

• Reporting: Produce periodic and ad-hoc reports on QA/CX metrics, initiatives, and outcomes as assigned by the Service Quality Department.