Officer-Associate Manager, Quality Assurance, Customer Experience Department

Job Description

Title: Officer-Associate Manager, Quality Assurance, Customer Experience Department

Company Name: City Bank PLC

Vacancy: --

Age: Na

Job Location: Dhaka

Salary: Negotiable

Experience: --

Published: 2026-09-27

Application Deadline: 2026-10-04

Education:

Requirements: --

Skills Required:

Additional Requirements:

Responsibilities & Context:

To improve service quality in the organization by refining the operational processes, identifying problems quickly and systematically to establish valid and reliable service performance measures and measuring customer satisfaction and other performance outcomes.

• Identifying the development areas of Branch and Support Offices, formulating realistic service level agreement based on industry standard, prospects, organizational strengths and limitations.

• Analyzing the competitor’s practice, current market demand through due-diligence and to remain absolutely compliant.

• Build positive & proactive relationships with branch and support offices staffs for the service excellence.

• Schedule regular Branch visit, accumulate feedback & organize it to develop a plan to improve the quality of service.

• Identify the development area of Branch or personnel to align with company requirement.

• Counseling the poor performers to achieve the service standard set by City Bank.

• Providing suggestive ideas for service/process improvement both at branch and support offices with regards to non-technical and technical aspects.

• Conducting Monthly online exams for all the Branches, Branch Managers/Center Managers, BOM, Operations Teams Call Center, Student Banking, Cards with report generation.

• Providing training to newly joined service ambassadors/interns for service excellence. Also coordinating with them over the year for monitoring the activities/tasks.

• Coordinating with different stakeholders with regards to Risk Control Self-assessment and Key Risk Indicator.