Service Quality Analyst (UAEN Candidates only)

JOB PURPOSE

To support the business in understanding/adhering to quality standards; implementing remedial and preventative actions on client complaints and internal service failures and monitoring/measuring service to support the business in achieving its service ambition

ACCOUNTABILITIES

1.Service Quality and Standards

Undertake service quality activities as directed by the WBG leadership team to support the business in achieving the service ambition in line with the banks strategy

Communicate service quality changes to ensure common understanding and awareness of the banks service strategy

Liaise with the group strategy and change team to maintain the integrity of ADCB service standards to ensure standards communicated to WBG employees are up to date and accurate

2.Reporting

Monitor and maintain the WBG service data for all service performance metrics to ensure transparency and data integrity

3.Service Recovery and Support

Liaise with respective departments to implement remedial and preventative actions on client complaints and internal service failures to ensure satisfactory resolution, avoid future reoccurrences and delivery optimum client service

4.Policies, Processes, Systems and Procedures

Adhere to all relevant organizational and departmental policies, processes, standard operating procedures and instructions so that work is carried out to the required standard and in a consistent manner while delivering the required standard of service to customers and stakeholders

5.Self-Management

Manage self in line with the bank’s people management policies, procedures, processes and practices to ensure adherence and to maximize own contribution to business performance

6.Customer Service

Demonstrate the ADCB Our Promise and apply the ADCB Service Standards to deliver the bank’s required levels of service in all internal and external customer interactions

Minimum Qualifications

Bachelor’s Degree in Business Management, Quality Management, Banking or Economics

Professional experience 

Fresh Graduates

Internship completed or 1 year of experience 

Knowledge and Skills

Microsoft Office (Advanced Word; Excel and PowerPoint)

Ability to work with analytics, data interpretation

Ability to present data and utilize

Ability to present to wide and diverse audience