Service Quality Officer
Albaraka Bank Pakistan Limited
Total years of experience :4 years, 7 Months
I am working in Service Quality Unit which is sub department of Corporate Communications & Marketing. Looking after 28 branches of Central 1 region.
- I conduct Physical & Virtual branch visits once in a quarter to measure Branch Quality Indicators
- IQM (Internal Quality Management) is also part of job in which we measure and ensure various service TATs like ATM cards, chequebooks.
- I also maintain a Branch Issues MIS which is shared with stakeholders for timely resolution
- Part of Monthly Service Meeting with Regional Stakeholders where we discuss new ideas for innovation and better customer services
- Conduct Mystery Calls of different branches and score accordingly
- Evaluation of Phone Banking Calls from recorded data and score PBO's accordingly
- Managing Video Mystery Shopping of branches by third party vendors on semi annually basis
- Annual Customer Satisfaction Surveys thorough various channels
I'm responsible to look after customer complaints/Request/Queries and arranges to resolve the same in the pre-defined TAT.
Coordination with the other relevant dept. for resolution of the customer complaints.
Making Calls to customers regarding their complaints.
Managing Information & Complaints mail Boxes.
Arranging deposit the refund cheques and following-up with the customer whenever necessary.
Arranging to reconcile receipts and payments and arranging refund in case of any excess payment.
Coordinate with the sales team for onward resolution of complaints and requests.
Arranging the investigating courier activity of the policy documents (TCS/Leopard).
Arranging to print and dispatch request letters to customer.
Arranging to resolve policy online portal issues.
Maintaining MIS for complaint letter received & routing the same for filing once complaints are resolved
Financial Accounting Human Resource Management Corporate Governance Project Risk Analysis Insurance Operations Management