POSITION DESCRIPTION
Senior Service Quality Officer will be responsible for supporting the Head of Branch Customer Experience in ensuring consistent service quality standards across all branches and customer touchpoints. The role focuses on monitoring service delivery, identifying gaps in service quality, ensuring compliance with service standards and SOPs, analyzing customer feedback, and recommending improvements to enhance overall customer experience and operational effectiveness.
DUTY & RESPONSIBILITY
1. Service Quality Monitoring & Assurance
- Monitor and assess branch service quality through mystery shopping results, customer feedback, and on-site observations.
- Ensure branches comply with approved service standards, SOPs, and customer experience guidelines.
- Identify service quality gaps and deviations and report findings to the Head of Branch Customer Experience.
2. Customer Feedback & Complaint Analysis
- Review and analyze customer complaints received through QR scans.
- Track complaint trends and service issues to support preventive and corrective actions.
- Coordinate with relevant departments and branches to ensure timely resolution and service improvement.
3. Service Improvement & Standard Enhancement
- Recommend service quality improvements based on customer insights and service evaluations.
- Support the development, review, and enhancement of service standards, guidelines, and SOPs.
- Assist in implementing service improvement initiatives across branches.
4. Performance Monitoring & Reporting
- Monitor key service quality based on customer satisfaction levels.
- Support the Head of Branch Customer Experience in evaluating branch performance related to service quality.
5. Branch Engagement & Advisory Support
- Engage with branch managers and frontline staff to communicate service quality expectations and improvement findings.
- Conduct branch visits to observe service delivery and provide constructive feedback.
6. Training & Awareness Support
- Support training sessions and refresher programs on service quality standards, customer handling, and SOP compliance.
- Provide coaching and guidance to staff based on observed service gaps and findings.
7. Team & Project Support
- Support service quality-related projects, initiatives, and ad hoc assignments as directed by the head.
- Collaborate with relevant teams to ensure alignment of service quality objectives.
QUALIFICATION
- Bachelor's Degree in Banking and Finance, Marketing, or Relevant Fields.
- At least 2 years of proven experience in a frontline role.
- Be able to work independently, i.e., take the lead on any initiative or innovative ideas for implementation.
- Good in organizational, leadership, and time management skills.
- Honesty, high commitment, and good teamwork.
- Good spoken and written English.
- Good knowledge in Microsoft Office Word, Excel, and PowerPoint.
How to apply
Interested and qualified applicants should submit your updated Cover Letter and CV stating the position applied for with your current photo (4x6) through hr@canadiabank.com.kh
