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Service Quality Analyst (3 Positions) Full-time Job

2 years ago Commercial Bank Phnom Penh   1K views
Job Details

Position  : Service Quality Analyst (3 Positions)  

Location : Head Office   

Closing date  : 14 December 2018


Job Responsibilities  

  • Produce SOP, guideline, to ensure the smooth process within bank branches  
  • Coordinate with training team for prepare training material for guideline, policies, and procedures to all staffs required, and developing standardized testing methods based on data collected  
  • Ensure periodically branch visit have been conducted prior to audit commencement   Establishing and maintaining constructive and cooperative working relationships with other departments to ensure all customer queries and requests are handled within laid down processes and SLA  
  • Conducting Service Audits at all customer touch points so as to safeguard consistency in adherence to and effective application   
  • Closure of feedback cycle through analysis of customer feedback and provision of recommendation based on gaps identified from internal processes to improve customer experiences  
  • Periodic preparation and analysis of Customer Experience reports and statistics to ensure implementation of corrective actions   
  • Document quality reports, and effectively communicate the same ensuring uniformity in assessments and escalating customer issues for further investigations   
  • Assist in ensuring all reports and activities comply with bank requirements in term of rules policies and directives   
  • Minimization of exposures and impact of risks associated with service provision in line with Bank policies and NBC regulatory guidelines 


Job Requirements   

  • Bachelor degree in Business Administration or other related fields  
  • Minimum 2 years of experience in banking, knowledgeable in guideline and policies and procedures, and skills in delivering training course  
  • Friendly, commitment, and hard work  
  • Proficiency in Flexcube system, computer skills in MS Office (Word, Excel, PowerPoint, and E-mail)    
  • Language proficiency in English and be able to speak Chinese is a plus
Company Description
Prince Bank Plc. is a commercial bank with license N0 B 46 issued by the National Bank of Cambodia to provide professional banking services to customers in Cambodia.
Prince Bank Plc. has a clear vision “Always to be the financial institution of Choice”. With an ambitious growth plan, Prince Bank Plc. is expanding its branch network throughout Cambodia and looking for highly qualified candidates for the following position.