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Quality Assurance Service And SOP Supervisor

KBZ Bank

Quality Assurance Service And SOP Supervisor

KBZ Bank
Recruiter active 19 hours ago The recruiter at this company was last active reviewing applications.
Myanmar - Yangon
Full Time
Verified This job has been verified by the company as a real job vacancy.
1 week ago

Experience level

Experienced Non-Manager

Job Function

Quality Assurance

Min Education Level

Bachelor Degree

Job Description

The role is responsible to ensure all KBZPay Standard operation procedures are followed in sync with regulatory compliance. This role monitors operation process by conducting regular audits & system check, and by aligning with current SOPs and BRDs. Reviews processes, eliminate verification errors, improve customer experience and maintain quality score.


  • Review SOP flow and ensure all steps are followed by ticket handling/ operation team.
  • Review all BRD and SOP amendments and suggest recommendations from quality and risk prospective.
  • Audit report to management on operation process compliance and maintain Quality score.
  • Propose new process amendments/documentation for smooth customer journey.
  • Prioritise high, medium low risk operational risk aspects and work on mitigation.
  • Conduct regular internal audit on operational processes from product/process/regulatory prospective.
  • Bring technological enhancement ideas to effectively manage the service Vs Cost impact.
  • Monitor TSO helpdesk and audit their process regularly.
  • Ensure that SLAs are met consistently and identify core issues when the team fails to meet SLAs.
  • Develop, execute, and monitor action plans to improve our operational fraud procedures.
  • Highlight process failure reasons and plans to eliminate process gaps.
  • Release process audit Quality score for each operational process and share plans to eliminate process errors. Publish regular update to management on regulatory compliance.

Open To


Job Requirements

• Intuitive to customer’s needs

• Strong communication and interpersonal skills and the ability to build and maintain relationships

• Must understand customer relationship management (CRM)

•  Ability to analyse and solve problems quickly

• Must be self-motivated, flexible and able to manage several jobs at one time

•  Proven experience as a Client Relationship Manager

• Experience in sales or customer service is preferred

• Aptitude for fostering positive relationships

• Teamwork and leadership skills

• Customer-oriented mindset

• At least 3+yr year(s) of working experience in the related field is required for this position

• A background in customer service or Quality, business excellence is a plus

• Experience working in Quality of banking / financial services Audit farms would be an added advantage.


What We Can Offer




Make a difference

Career Opportunities

- Opportunities for promotion
- Possibility for job training
- Learn new skills and techniques

About Our Company

KBZ Bank: A new generation of banking

For over two decades, KBZ Bank has been part of Myanmar’s growth story, working tirelessly to strengthen communities and institutions for the long term and to improve the quality of life for all. As Myanmar’s largest privately-owned bank, we represent more than 40 percent of both retail and commercial banking in the country, driving the success of the nation’s entrepreneurs, businesses, and communities. We safeguard the assets of over 1 million business customers across the country, providing support, guidance, and critical access to finance. Today, KBZ Bank is helping to fast-track Myanmar’s development in the digital age, embracing next-generation banking while pioneering new ways of financial inclusion.

We have seized the advantages of mobile-first technology in promoting financial inclusion and connecting our customers to the people, opportunities, and places that they value most. Through KBZPay, Myanmar’s fastest-growing mobile wallet with more than 9.1 million users, we have brought banking beyond our 500 branches and to even more communities. We are also transforming from the inside out, drawing on the latest technologies to work more efficiently and serve our customers better, while developing the bankers and leaders of the future.

Our purpose is to improve the quality of life in Myanmar by increasing access to financial products and services, thereby giving communities and businesses access to opportunities and a better quality of life.

KBZ Bank’s Talent Factory
KBZ Bank recognizes that the future of Myanmar – and its banking sector – lies in the hands of the next generation. That is why we take talent development across the organization seriously. From coders and digital bankers to thought leaders and future shapers, we equip our employees with world-class skills and future-ready tools.

Building the bank of the future
At KBZ Bank, we deploy agile management approaches in various aspects of how we work – including bringing people together on cross-functional projects to question the status quo and evolve better ways of working. This represents a break from a top-down approach, empowers our employees, and taps their insights in designing the bank of the future.

Personal Challenge
We put the emphasis on individual responsibility, opportunity, and autonomy. We encourage growth through continuous on-the-job development and a fast-paced environment that will stretch and build your expertise daily. We encourage our people to view their career as a journey; to think not about a vertical career ladder, but a long-term aspiration to broaden their exposure or deepen their skills over time. We would like to build the Bankers of Tomorrow for Myanmar!