Quality Assurance Officer

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.

• 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

Internal

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

External

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

• 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.