Associate- Service Quality Department

Job Description

Title: Associate- Service Quality Department

Company Name: Mutual Trust Bank PLC

Vacancy: --

Age: Na

Job Location: Dhaka

Salary: --

Experience:

• At least 2 years
• The applicants should have experience in the following business area(s): Banks

• Bachelor degree in any discipline
• Master of Business Administration (MBA)

• Bachelor’s degree (any discipline) or Master’s/MBA from a reputed university.

• No third division/class at any stage of academic career.

• At least 2 years
• The applicants should have experience in the following business area(s): Banks

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

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

• Organizational skills with the ability to work under pressure.

• Proficiency in MS Office (Word, Excel, PowerPoint) and analytical tools/software.

Job Context

The role focuses on enhancing customer experience through effective complaint management, quality assurance, and service development initiatives across the Bank.

Responsibilities

• Ensure end-to-end complaint resolution with complete customer satisfaction.

• Manage queries and feedback smoothly and efficiently.

• Submit timely and error-free reports to regulatory authorities and management.

• Analyze root causes from complaints, service reviews, and audits; recommend solutions.

• Conduct service audits (mystery shopping, CC audits) and customer satisfaction (CSAT) surveys.

• Support e-quiz programs, workshops, CSW, CAP, and other engagement events.

• Monitor Service Ambassadors (SAs) and prepare reports, memos, presentations, and meeting minutes.

• Perform other responsibilities assigned by Department Head/Management.