Manager Service Quality-FWBL, Karachi

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First Women Bank Limited, Karachi                           Qualification:

  • MBA 


  • Relevant experience

Jobs Responsibilities:

  • As per guidelines issued by SBP, devise / establish quality procedures, standards and specifications for the Assessment Framework.
  • Manage/ Supervise Customer Satisfaction Survey & Mystery Shopping Programs to ensure that the complaints process is successful in the customer recovery process.
  •  Conduct and facilitate Quality workshops and Training to cover all customer contacts points in the bank and supervise the Complaint Management Function as per SBP CGHM.
  • Ensure that the process manuals of all Products are updated and updated versions of the documents are with key users.
  • Ensure that the Call center meets the service quality standard of accurate information provided to the customer. · Monthly Reporting to the Management

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