Unit Head Quality Assurance & Voice of the Customer job 2022

This is the latest job for the position of Unit Head Quality Assurance & Voice of the Customer at faysalbank. Following are given below job descriptions.

Job Specifics

Industry: Banking and financial services

Functional Area: Customer Support & Client Services

Position overall: 1

Job Type: Full-Time/Permanent (First Shift) Position (Day)

Department: Corporate Commercial Banking 

Workplace: Karachi

Gender: I don't care.

Minimum Education: Bachelor's degree as the bare minimum

Degree Title: Master of Business Administration as the designated degree

Position Held: Department Head

Required Experience: 8 to 10 years of experience are necessary.

To Apply: August 6, 2022

Date Posted: 7 July 2022

Role Summary and Job Description

By conducting market research, creating a climate that is open to change, and addressing the people issues that need to be aligned with continually improving the way we work, Unit Head VoC & QA will make sure that solid plans are developed and put into action to support the achievement of the country's Customer Experience goals. 

The incumbent will serve as an agent of change for the bank's adoption of the SQ framework and behavior. In order to successfully implement and assist delivery of the Customer Experience agenda and to drive improvement activities on the main experiential components to support the bank's goal, the Unit Head is responsible for coaching business and support segments.

The general effectiveness of complaint resolution is under the purview of this position. In addition to ensuring that the QA team is correctly aligned with the bank's business objectives, this job is in charge of ensuring that the whole Complaint Handling team is aware of the quality goals of the organisation. The main objective is to produce an incredibly high quality assurance procedure in the shortest amount of time possible.

Important Duties and Responsibilities

Create and implement a voice of the customer programme with the aim of monitoring customer sentiment.

Create surveys to gauge client satisfaction and loyalty, and then suggest tactical corrections for certain items, channels, or market segments.

Conduct thorough customer satisfaction surveys across all FBL businesses and touch points in order to identify a competitive advantage or paint point.

To successfully benchmark FBL in the market, conduct strategic competitive scanning across our retail, consumer finance, and digital businesses.

Obtain psychographic information (such as financial and lifestyle preferences) about our target consumer groups to help enhance the current product pitch and determine the importance of new efforts.

In order to enable and encourage successful gap repair, results must be gathered, analyzed, and shared along with action plans and customer feedback highlights.

Effectively follow up with stakeholders for action plan implementation

Create and keep track of the Voice of the Customer (VoC) systems' implementation through a variety of internal and external surveys, such as the Customer Satisfaction Survey (CSS), the Mystery Shopping Program (MSP), focus groups, and market research, among others. current competitive analysis and best practices in the industry.

Help identify possibilities for the function's systems, procedures, and practices to be continually improved while taking into account "market best practice," streamlining corporate operations, cutting costs, and boosting productivity.

Create a quality assurance methodology and integrate it into the complaint handling process.

To ensure that complaints are handled with a greater degree of customer satisfaction, lead the QA team.

Regularly provide feedback to strengthen and put the client first in the complaint management process.

Any additional duty imposed by the department head or functional head.

Delegation, teamwork, quality control, analysis of the voice of the customer, and voice of the customer.

YOU CAN APPLY HERE