Job Description
Key Responsibilities:
- Ensure Quality Resolutions: Oversee and validate the resolutions provided by Fulfillment Units/Officers, ensuring they are timely, complete, and appropriately aligned with customer concerns.
- Case Review & Compliance: Conduct thorough reviews of handled cases to ensure adherence to bank processes, regulatory requirements, and internal quality standards.
- Error Monitoring & Improvement: Track case-handling errors and drive timely implementation of corrective and preventive actions to enhance service delivery.
- Reporting & Analytics: Prepare, analyze and submit accurate reports (e.g.: productivity, service level, error, etc.) other required documentation within set deadlines.
Qualifications:
- Bachelor’s degree holder in any relevant field.
- Minimum of 5 years’ experience...