Service Quality Officer

Job Description

• Mandate skills set:
• Service Quality experience in Collections/Banking.
• Understanding of SQ process.
• Language proficiency in Written and Spoken English.
• Filipino native speakers is a must.
• Organization Unit Purpose
  
  

Agency Governance and SQ ensures that all external agencies partnered with ENBD and EI operate in alignment with the bank’s policies, regulatory requirements and customer experience standards. The unit’s purpose is to provide strong governance and oversight and service quality monitoring across the agency network to safeguard compliance and strengthen risk controls.

• Job Purpose
  
  

The Agency Governance and Service Quality Associate is responsible for ensuring that the outsourced agencies operate in compliance with contractual, regulatory and organizational requirements. The role focuses on monitoring agency performance, strengthening governance frameworks, and driving service quality standards to safeguard customer experience and organizational reputation. This includes conducting performance reviews, identifying process gaps, conducting audits and implementing corrective actions that promote consistency, transparency, and operational excellence across partnered agencies.

• Job Responsibilities
  
  

Agency Governance and Oversight

• Monitor agency adherence to governance polices, contractual obligations and regulatory guidelines.
• Support governance and reviews, audits and risk assessments of external partners.
• Track and escalate compliance breaches, ensuring timely resolution.
  
  

Service Quality Monitoring

• Conduct in depth call and email evaluations as per set parameters and guidelines.
• Perform customer journeys and focus on agent behaviors on each case.
• Conduct Audit the auditor session with agency SQ SPOCs identifying gaps in evaluations
• Identify training needs, service gaps and recommend improvement actions.
• Ensure customer experience standards are met across agencies.
  
  

Performance Management

• Publish call and email evaluation scorecards.
• Publish feedback report with evaluation and ATA synopsis with recommendations.
• Analyze agency performance and publish RM scorecard with error analysis and score calculations.
  
  

Stakeholder Collaboration

• Conduct on premise evaluation session for local agencies and teams’ evaluation session with international agencies.
• Work closely with agencies, internal risk, compliance and operations team.
• Provide feedback and coaching to agencies on quality and compliance issues.
• Recommend training and performance improvement plans to agencies to upskill their performance.
  
  

Continuous Improvement

• Contribute to strengthening the governance framework and control mechanisms.
• Support initiatives to enhance efficiency, reduce operational risk and elevate service standards.
• Share best practices and support process standardization across agencies.
  
  

About Us

ENBD

Meet the leading banking group in the region

Emirates NBD, the leading Banking Group in the MENAT region, was formed on 19 June 1963, when H.H. Late Sheikh Rashid bin Saeed Al Maktoum signed the Charter of Incorporation of the National Bank of Dubai (NBD) which became the first National Bank established in Dubai and the United Arab Emirates (UAE). With the blessings of H.H. Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, NBD merged with Emirates Bank International (EBI) on 06 March 2007, to form Emirates NBD, the largest banking group in the region by assets. On 16 October 2007, the shares of Emirates NBD were officially listed on the Dubai Financial Market (DFM). The merger between EBI and NBD to create Emirates NBD, became a regional consolidation blueprint for the banking and finance sector as it combined the second and fourth largest banks in the UAE to form a banking champion capable of delivering enhanced value across Corporate, Retail, Islamic, Investment, and Private Banking, Global Markets & Treasury, Asset Management and Brokerage operations throughout the region.

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