Ensure proper collaboration with cross-functional teams, including business development, product management, and operations to establish quality benchmarks, requirements, and performance goals.
Review and ensure providing the needed recommendations to project management related to existing and new projects, to ensure satisfactory Quality Assurance standards
Review the training materials and awareness sessions guidelines prepared.
Review the preparations of the SLAs between branches and all stakeholders across all bank’s departments.
Review and ensure developing action plan for implementing the international standards of ISO certificates related to Quality Assurance.
Review and ensure collecting and assessing all findings related to “Quality” (products, services & branches) by working closely with audit, risk and compliance.
Review and ensure proper development of Quality Assurance schedule, QA metrics and KPIs to identify trends, patterns and area of improvements.
Ensure staying up to date with market trends, best practices in Quality Assurance, sharing knowledge and insights with the Quality Assurance team.
Review and ensure that surveys are conducted properly, and all findings are analyzed, with the aim of improving areas that need development, evaluating all root-causes & providing recommendations.
Implement corrective actions and preventative plans to ensure that QA standards are met.
Analysing and reporting quality levels across all departments (Business, Control and Support functions).
Review monthly reports, score metrics and dashboards related to products/services to analyze the level of service among all bank’s branches and departments.
Review and ensure that the bank’s products and services are properly evaluated Vs. quality agreed standards and report any gaps.
Qualifications & Experience:
Bachelor's degree in economics, finance, business or related field
Minimum 8-12 years of experience with minimum 4 years in a supervisor position in the strategy / Budgeting / Business Planning / Quality Management field
Business Planning / Corporate / Retail background is a plus
MBA / Professional Diploma in QA / Six Sigma Certification / or any professional certificates “degree” is an asset
Skills:
Fluent spoken and written English
Excellent communication & interpersonal skills
Excellent problem-solving skills
Ability to interpret relevant data
Planning and Organizing, Budgeting and excellent Presentation Skills
