Quality Assurance Manager

Job Description

Job Title: Quality Assurance Manager

Department: Customer Experience Department

Job Purpose

Responsible for ensuring service meets the established standards of quality including reliability and performance 

KNOWLEDGE, SKILLS & EXPERIENCE REQUIRED

  • Draft quality assurance policies and procedures
  • Interpret and implement quality assurance standards
  • Evaluate adequacy of quality assurance standards
  • Devise sampling procedures and directions for recording and reporting quality data
  • Review the implementation and efficiency of quality and inspection systems
  • Document internal audits and other quality assurance activities
  • Collect and compile statistical quality data
  • Analyze data to identify areas for improvement in the quality system
  • Develop, recommend and monitor corrective and preventive actions
  • Prepare reports to communicate outcomes of quality activities
  • Identify training needs and organize training interventions to meet quality standards
  • Coordinate and support on-site audits conducted by external providers
  • Evaluate audit findings and implement appropriate corrective actions
  • Monitor risk management activities
  • Assure ongoing compliance with quality and industry regulatory requirements

Candidate must have five years of work experience

 

KEY RESULT AREAS

  • Accomplishes quality assurance human resource objectives by orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations to Agents; planning, monitoring, appraising, and reviewing job contributions; enforcing policies and procedures.
  • Achieves quality assurance operational objectives by contributing information and analysis to strategic plans and reviews; preparing and completing action plans; implementing quality, and customer-service standards; identifying and resolving problems; completing audits; determining system improvements; implementing change.
  • Works with various stake holders to establish standards, systems and procedures to ensure high quality standards compared to the industry
  • Develops quality assurance plans by conducting hazard analyses; identifying critical control points and preventive measures; establishing critical limits, monitoring procedures, corrective actions, and verification procedures.
  • Validates quality processes by establishing service standards and quality attributes; measuring; documenting evidence; determining operational and performance qualification; updating quality assurance procedures.
  • Maintains and improves service quality by compliance, and surveillance audits; and investigating customer complaints.
  • Prepares quality documentation and reports by collecting, analyzing and summarizing information and trends including failed processes; putting in place corrective actions, and re-validations.
  • Updates job knowledge by studying trends in and developments in quality management; participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
  • Enhances department and organization reputation by exploring opportunities to add value to Contact Centre accomplishments.

COMMUNICATIONS AND WORKING RELATIONSHIPS

  • The Bank’s customers
  • Branch Network
  • Back Office
  • Support Units
  • Agency Banking
  • E-Banking

information security responsibilities

  • Abide by the bank’s ISMS (Information Security Management Systems) policies and procedures
  • Safeguard the bank’s information assets in accordance with its ISMS policies and procedures

 

 

 
×