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Service Quality Executive
2 months ago
Responsibilities:
Establishing Service Quality Standards:
- Develop and implement robust service quality standards in alignment with industry best practices and regulatory requirements.
- Define key performance indicators (KPIs) and service level agreements (SLAs) to measure and maintain service excellence across all customer touchpoints.
Continuous Improvement Initiatives:
- Lead continuous improvement initiatives to enhance service quality, efficiency, and customer satisfaction.
- Analyse customer feedback, service metrics, and market trends to identify opportunities for optimization and innovation.
Quality Assurance Processes:
- Design and oversee comprehensive quality assurance processes to evaluate the effectiveness and compliance of service delivery operations.
- Conduct regular audits and reviews to ensure adherence to quality standards and regulatory requirements.
Team Leadership and Development:
- Lead and mentor a team of service quality analysts, fostering a culture of excellence, collaboration, and continuous learning.
- Provide coaching, feedback, and professional development opportunities to enhance the skills and performance of team members.
Cross-Functional Collaboration:
- Collaborate closely with cross-functional teams, including customer support, product development, and compliance, to drive service quality initiatives and resolve customer issues.
Requirements:
- Diploma in business administration, finance, or a related field. Advanced degree or professional certifications (e.g., Six Sigma, Lean, Certified Quality Manager) are a plus.
- Proven experience in a service quality management role within the fintech or financial services industry, with a strong understanding of industry dynamics, products, and regulatory requirements.
- Exceptional analytical skills with the ability to interpret data, extract insights, and drive data-driven decision-making processes.
- Excellent communication, leadership, and interpersonal skills, with the ability to collaborate effectively with diverse teams and stakeholders.
- Demonstrated track record of driving continuous improvement initiatives, enhancing service quality, and delivering exceptional customer experiences.
- Familiarity with customer relationship management (CRM) systems and quality management software tools is preferred.
Tell employers what skills you have
CRM
Customer Relationship
Preventive Maintenance
Analytical Skills
Customer Experience
Quality Management
Dynamics
Customer Support
Customer Relationship Management CRM
Relationship Management
Service Level
Banking
Customer Service
Service Quality
Service Excellence
Corporate Finance
Six Sigma
Financial Services
Service Delivery
Facilities Management
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