Quality Assurance Officer

Standard Chartered Bank

Job: Retail Banking

Primary Location: Africa & Middle East-Zambia

Schedule: Full-time

Employee Status: Permanent

Posting Date: 31/Jul/2021, 1:39:19 AM

Unposting Date: 15/Aug/2021, 12:59:00 AM

About Standard Chartered 
We are a leading international bank focused on helping people and companies prosper across Asia, Africa and the Middle East.
To us, good performance is about much more than turning a profit.  It’s about showing how you embody our valued behaviours – do the right thing, better together and never settle – as well as our brand promise, Here for good.
We’re committed to promoting equality in the workplace and creating an inclusive and flexible culture – one where everyone can realise their full potential and make a positive contribution to our organisation. This in turn helps us to provide better support to our broad client base.

The Role Responsibilities

  • To perform daily/weekly/monthly complaints resolution management quality assurance
  • Identify complaints resolution management exceptions and breaches and raise them with relevant stakeholders for resolution and closure
  • Escalate complaints management resolution bleaches with the responsible line managers and hold staff responsible for resolution accountable
  • Ensure all regulatory returns with regards complaints resolution management are adhered to
  • Propose and monitor process improvements-based Q&A results to ensure improved customer service
  • Perform sales call back assurance on a daily/weekly/monthly basis

Risk Management

  • Ensure Complaints Resolution Management guidelines and DOI is adhered to
  • All complaints are correctly logged in and on time
  • All the complaints management resolution exceptions are escalated and staff responsible are held accountable

Regulatory & Business Conduct

  • Ensure all Complaints management resolution guidelines adhere to the regulatory guide
  • Exemplary business conduct

Other Responsibilities/ Skills

  • Ability to work with the strictest level of Confidentiality due to the nature of the role and exercise sound judgment.
  • Strong attention to detail and organizational background.
  • An understanding of the business in terms of our products and customer segments.
  • Excellent computer skills with the ability to use PowerPoint, Excel and Word
  • Creative, confident and professional person with high levels of drive, ambition and enthusiasm.
  • Strong presentation and communication skills.
  • Strong people management & communications skills

Key stakeholders


  • Regional Head, CPBB Zambia & Southern Africa
  • Chief Executive Officer/ Managing Director -Zambia
  • Zambia Retail Banking Management Team


  • Bank Customers
  • Regulators (Local government, CPCC, BOZ)

Our Ideal Candidate

  • Minimum 5 O’Level Credits or better including Mathematics and English
  • Degree in relevant subject
  • Sound knowledge of general banking law and practices
  • Competence in financial accounting /forecasts
  • Ability to plan daily /periodic operations
  • Strong interpersonal /communication skills
  • Computer skills
Apply now to join the Bank for those with big career ambitions.

To apply for this job please visit scb.taleo.net.

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