Qatar Job Openings

Qatar National Bank
Associate Service Quality Retail (Qatarization)
Doha
November 5, 2024
The incumbent will assist the Senior Manager Service Quality Retail / Vice President Service Quality (SQ) in developing and implementing the service quality plan/ initiatives for Retail Banking in order to continuously improve the quality of service imparted to retail customers and thereby provide a competitive edge to the Group over its competitors.
Essential Duties & Responsibilities by Dimensions
A. Shareholder & Financial:
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Assist the Senior Manager Service Quality Retail / Vice President Service Quality (SQ) in the development and implementation of the Group's Service Quality strategy/ plan.
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Assist the Senior Manager Service Quality Retail / Vice President Service Quality (SQ) in his efforts to keep customer attrition to a minimum and improve usage of the Group's products and services by ensuring high standards of service quality, thereby resulting in growth in business.
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Provide inputs to the Senior Manager Service Quality Retail / Vice President Service Quality (SQ) in the creation of Key Performance Indicators (KPIs) for monitoring service quality efforts/ initiatives and monitor their achievements on a periodic basis.
C. Customer (Internal & External):
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Assist in Liaise on continual basis with the other related units/ departments within the Group to obtain information regarding customer feedback/ complaints on timely basis.
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Assist in Maintaining an Internal and external surveys covering all departments / the customers to know how internal customers are satisfied with the services provided by QNB - Analyze all customer complaints and find the corrective action to resolve it.
C. Internal (Processes, Products, Regulatory):
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Assist the Senior Manager Service Quality Retail / Vice President Service Quality (SQ) in the development and implementation of service quality standards in line with applicable best practices and regional considerations.
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Assist in Identifying & analyzing route cause of all repeated issues and work on reviewing existing and new process
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Assist in reviewing the resolution of complains (TAT) and find ways to resolve the high TAT transactions.
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Assist the Senior Manager Service Quality Retail / Vice President Service Quality (SQ) in his/ her mission to evaluate and improve service quality levels on continual basis by:
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Conducting mystery shopping surveys and other checks on unannounced basis to monitor branch/ unit performance against the established service quality standards and reporting the results to the Senior Manager Service Quality Retail / Vice President Service Quality (SQ). Assist in finding solution for route cause and analyze all issues raised through reports and work on upgrade Service Delivery Standard.
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Channeling customer feedback to the business and distribution units through the Senior Manager Service Quality Retail / Vice President Service Quality (SQ) on timely basis and thereby assist in the continuing improvement of relevant products, procedures and services.
Assist the Senior Manager Service Quality Retail / Vice President Service Quality (SQ) in ensuring that the latest trends/ tools/ methodologies in service quality are continually analyzed and reflected in the Group's service quality efforts, to the extent applicable.
D. Learning & Knowledge:
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Possess good knowledge of service quality related issues, standards and the latest trends with respect to measurement/ assessment of service quality.
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Assist in staff training (especially front-line personnel) on service quality related standards, matters and initiatives, including the latest tools/ trends in conducting service quality checks, in coordination with coaching and mentoring team of group Retail bank.
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University graduate
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Fair Knowledge of the latest trends in service quality standards, tools and techniques.
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Fair Knowledge of handling service quality issues/ matters preferably in the financial services sector
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Customer service oriented. - Ability to identify issues and their resolution.
- Good oral and written communication skills in English and Arabic (preferable).
- Good personal interaction skills.
- Ability to follow through with initiatives.
- Goal oriented and should be able to work effectively under pressure and meet deadlines.
- Proficiency in all standard business software applications, office communication tools and technologies with expert skills in MS Excel and Power-point.
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