Quality Assurance Officer Job Careers – PostBank Uganda Ltd (PBU)


Job Title:    Quality Assurance Officer

Organization:  PostBank Uganda Ltd (PBU)

Duty Station:  Kampala,

Reports to:
Head Customer Experience


About US:

PostBank Uganda Ltd
(PBU), a government owned bank regulated by Bank of Uganda under the Financial
Institutions Act, 2004. The bank focuses on being the market leader in
advancing financial inclusion.


Job Summary:  The Quality Assurance Officer will provide support
to the Head, Customer Experience in monitoring and review of the delivery of
service to all customers of the Bank. Directly responsible for the reliability,
efficiency and effectiveness of all customer service channels and is the key
driver of TAT for all deliverables (ATM cards, Credit facilities, errors, etc.)


Key Duties and

delivery on various processes for all customer requests including Account
Opening, ATM Cards TAT, PINS, Cheque books TAT, Credit facilities TAT (loans,
guarantees etc), Transactions processing and enrolments for various services to
eliminate inefficiencies and maintain competitive turnaround times.

adherence to service expectations and standards on the above processes and
regularly report on the same.

processes in (1) above and collate information relating to errors as identified
or captured from different processing units with the aim of assuring the Bank
of quality data and the customers of quality service delivery. This includes
tracking Account opening errors, Credit applications errors and Transaction
processing errors

analyses and report on the nature and causes of the errors in (3) above and
follow through corrective actions by the respective units or individuals as
well as permanent fixes for the underlying causes.

the review and verification of all applications for credit facilities to
ascertain client eligibility and appropriateness of the facility provided in
line with the Consumer Protection Guidelines.

with the Contact Center to monitor and report on the availability of all
service channels e.g. Branches, ATM, PostApp, PostMobile and other peripheral
systems as a way of ensuring reliability.

and embed all quality assurance reports into the service dashboard and
broadcast the same to all relevant stakeholders on a regular basis.

and record incidences of exemplary and undesired display of service
professional behaviors amongst staff for the necessary recognition and punitive
action respectively.

implementation of service initiatives as stipulated and elaborated in the
customer service strategy.

out other duties as may be assigned by the line manager and/ or the Head of
function from time to time.


Qualifications, Skills and Experience:

ideal candidate must hold a first degree in any discipline.

training in banking

At least
two to four years’ experience in banking operations, credit and account

customer centricity in decision making

communication skills (written and verbal) to efficiently build rapport for
interpersonal relationships

Up to
date knowledge of the Bank’s products and services as well as policies,
processes and procedures.

solving; proactively analyzing information received/ collected by the team
overtime to identify and address root causes.

literacy; good proficiency and navigation skills around • Windows®
Applications, MS Office, e-mail, Excel and Power point

ability to exude self-confidence to negotiate win-win outcomes for customers
and the bank


How to Apply:

All candidates
should apply online with the following documents; Detailed CV, certified copies
of academic documents, applicants address and day time telephone contacts, postal/email
address and daytime telephone contact of three referees of good standing in
society one of which should be your current Supervisor. Applications must reach
the address below;


Chief Human Resource
& Admin Officer

PostBank Uganda Ltd,

Plot 4/6 Nkrumah

P.O Box 7189
Kampala. Uganda


Email to: hr@postbank.co.ug (Please include job title as subject.)


Note: Only
Shortlisted candidates will be contacted.


Deadline: 16th November 2020 by 5:00pm


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