Head Of Service Quality Assurance

UAE, United Arab Emirates

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Role Purpose:

Executing Customer Excellence Group strategy of being best bank in service in the UAE by managing the Quality Assurance function across the group and subsidiaries

Key Accountabilities of the role

Design and implement Service Quality frameworks, policies and procedures to ensure proper and comprehensive implementation of Quality Assurance across the group and subsidiaries
Create Service Quality measures in line with best practices and covering all group businesses including subsidiaries
Create Service Quality Dashboard to be shared with Group Heads on monthly basis; and to create an Executive Dashboard for the attention of GCEO and Board of Directors
Centralize the entire function of Service Quality under Customer Excellence Group, covering all the group and subsidiaries
Defining best Quality Assurance approach that fits each business nature (Call backs, call listening, site visits, documentation review, sampling techniques. etc.)
Ensure proper implementation of QA frameworks and procedures across the group
Conducting Thematic reviews on Quarterly basis and to plan those reviews in coordination with Conduct Risk Unit
Ensuring adequate capacity in place to produce quality output during monitoring and reviews
Always ensure Transparency and consistency of measures in all products and services provided

Specialist Skills / Technical Knowledge, Technical Competencies Required for this role:

Previous Experience:

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