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The Service Quality Assurance Coordinator is responsible for coordinating, tracking, and supporting service quality assurance activities across KBZ Bank branches and KBZ Pay Centers. This role enables the team to implement evaluations, corrective actions, and continuous service improvement initiatives effectively.

• Schedule and coordinate branch service exploration visits and evaluations.
• Collect, track, and maintain service quality data, evaluation results, and branch feedback.
• Monitor corrective action plans and update improvement progress.
• Support communication between the team, branches, and departments
• Assist in preparing service quality performance reports and presentations.
• Organize service quality meetings, reviews, and follow-up sessions.
• Support SOP, instructions, and process review, documentation control, and cross-departmental service improvement activities.
• Provide administrative and operational support to the service quality assurance team.
• Prepare monthly and quarterly service quality assurance and performance reviews and reports for management
• Report directly to the Line Manager and Deputy Head of CSBU
• Perform other duties as assigned

• Any University Degree, with experience in customer service
• 3+ years of banking experience or financial industry
• Strong communication and presentation skills with a good command of English in both written and spoken forms
• Positive thinking, initiative, result-oriented, and willing to embrace challenges;
• Customer-centric and innovative;
• Proficiency in PC applications in MS Office