Ensuring Bank standards are met across units/ departments by conducting Mystery Shopping Exercise, Ambience Assessment Exercise and Error Rate Assessments.
Ensuring procedures are properly understood, carried out and evaluated and that process modifications are investigated.
Monitoring performance by gathering relevant data and producing statistical reports
Establishing standards of service for customers
Identifying relevant quality-related training needs and delivering training
Responsible for Service Monitoring, Assessment and Auditing
Conducting , Analyzing and Reporting of Customer Satisfaction and Products Surveys