Quality Manager

At RAKBANK, we are committed to nurturing a culture of innovation, growth, and excellence. We go beyond being a bank; we are a thriving community fueled by teamwork, advanced solutions, and unwavering standards of governance.

As a Quality Manager, your responsibility is to evaluate and monitor the interaction quality of Contact Center staff to ensure that the interaction experience reflects complete product knowledge, customer handling skills, and awareness of system and process.

Join us and be a part of shaping the future of RAKBANK!

Job Description

• Lead and manage the Quality Control and Compliance (QCC) team to maintain high productivity, quality feedback, and a collaborative work environment.
• Address and resolve complaints effectively while minimizing customer impact and preventing recurring issues.
• Prepare and review team Key Performance Indicators (KPIs) monthly, providing feedback to drive continuous improvement.
• Design refresher training programs and improvement plans, aligned with quality standards, for PBRs, CSRs, and Chat agents.
• Oversee call, chat, and transaction monitoring; provide feedback to Contact Centre Staff to enhance customer interaction quality.
• Assess interactions to identify improvement areas and guide targeted training initiatives.
• Prepare quality reports and analysis to reflect trends, inform strategic decisions, and recommend improvements.
• Work with the Service Excellence Unit and other departments to align quality assurance initiatives with business objectives.

Qualifications

• A university degree or equivalent qualification.
• 2 to 4 years experience in a medium-sized contact center setup.
• Strong analytical abilities and excellent interpersonal skills.
• Capability to collaborate effectively with a team or work independently.
• Adaptability to function within a loosely structured environment.

Additional Information

What's In It for You

• Pay for performance culture (Competitive and performance-linked compensation)
• Diverse workforce and inclusive culture
• Career development and growth opportunities by design
• Work with the best minds in the field
• Get opportunities to bring your whole self to the organization and perform to your best.