Manager Service Quality-FWBL, Karachi

First Women Bank Limited, Karachi                           Qualification:

• MBA 

Experience:

• 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