Job Requirements
About the Role
The Quality Manager Turbo Cross Sell is responsible for leading the Quality Team, including Team Leaders and Executives, to ensure high standards of internal service quality across the channel. The role involves evaluating service delivery, collaborating with stakeholders to improve performance, and identifying opportunities for process enhancements that contribute to better sales and customer experience.
Key Responsibilities
Primary Responsibilities
- Manage and lead a team of Quality Team Leaders and Quality Executives.
- Measure internal service quality based on predefined criteria for the channel.
- Record and publish performance scores to all stakeholders.
- Collaborate with Business, Operations, and Training teams to improve performance for the bottom quartile population.
- Identify opportunities for process improvement to enhance frontline sales and customer experience.
- Ensure smooth execution of daily service quality evaluation processes using internal and external resources.
- Liaise with external agencies to conduct mystery shopping for Retail Asset/Liability branches following global best practices.
- Improve customer service delivery in alignment with the bank's defined service attitude.
Secondary Responsibilities
- Monitor and enhance team performance through effective leadership and coaching.
- Drive innovation in quality assessment and reporting processes.
- Ensure timely and accurate reporting of quality scores and team performance.
What We Are Looking For
Education
- Bachelor's degree in a relevant field is preferred.
Experience
- Proven 4 years of experience in managing quality teams within the retail banking or financial services sector.
Skills and Attributes
- Strong leadership and team management skills.
- Excellent analytical and reporting capabilities.
- Ability to collaborate across departments and drive performance improvements.
- Effective communication and stakeholder management skills.
- Innovative mindset with a focus on continuous improvement.
