Service Quality Management Officer (Head Office / North / South) at First Bank

DUTIES & RESPONSIBILITIES

• Execute service audits and spot checks across branches within assigned region (Head Office, North, or South) — measuring against enterprise CX standards.
• Track and validate Mystery Shopping outputs, escalate discrepancies, and support correction actions in collaboration with Retail Ops and Branch Managers.
• Collaborate with CX Measurement and Strategy leads to report weekly/monthly performance trends, regional gaps, and systemic service issues.
• Monitor compliance with branch experience standards — including ambience, queue handling, staff behavior, turnaround time, and digital self-service readiness.
• Serve as the regional liaison for Experience Management Committee (EMC) resolutions related to branch or channel service experience.
• Engage directly with branch leaders and regional heads to interpret CX performance data and agree on corrective measures.
• Support training initiatives or regional workshops focused on service quality improvement and CX culture embedding.
• Conduct root cause investigations for persistent customer complaints, service breakdowns, or experience failures within assigned locations.
• Validate consistency of experience delivery across various branches — ensuring brand promise is upheld nationwide

JOB REQUIREMENTS

Education

• Bachelor’s degree in business administration, Operations, Social Sciences, or related fields
• CX or Service Quality certifications (e.g., CCXP, COPC, Six Sigma Yellow/Green Belt) are an advantage

Experience

• 3–6 years’ experience in service operations, quality assurance, branch management, or customer experience-related roles
• Prior experience in retail banking operations or field-based service quality roles is preferred