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Job Title:    Quality Assurance Officer

Organization:  PostBank Uganda Ltd (PBU)

Duty Station:  Kampala,
Uganda

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
Responsibilities:

·        
Monitor
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.

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

·        
Inspect
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

·        
Review,
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.

·        
Supervise
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.

·        
Work
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.

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

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

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

·        
Carry
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:

·        
The
ideal candidate must hold a first degree in any discipline.

·        
Relevant
training in banking

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

·        
Recognizable
customer centricity in decision making

·        
Effective
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.

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

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

·        
Presentation;
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
Road,

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: 16^th November 2020 by 5:00pm

 

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