Service Quality and Customer Insights Supervisor

About the role

The Service Quality and Customer Insights Supervisor is responsible for elevating the standard of customer service across all banking channels. This role monitors compliance, evaluates staff performance, and drives continuous improvement to ensure an excellent experience for both current and prospective customers.

Key responsibilities

• Assess existing processes and the quality of service delivered by sales and customer‑facing staff.
• Conduct regular quality checks, generate recommendations, and support staff product knowledge and procedural adherence.
• Act as the primary liaison between management and front‑line teams, gathering insights and guiding performance improvements.
• Develop and monitor quality scores for all service channels, ensuring alignment with excellence standards.
• Plan and allocate monthly service‑quality activities across functions such as contact centre, sales, collections, and complaints.
• Produce and share quality reports, dashboards, and analyses with stakeholders, including RCSA, BIA, FLOD, and SLOD metrics.
• Manage challenge investigations, track status, and report KPI percentages.
• Deliver training on quality attributes and knowledge bases to new hires and existing staff.
• Handle user‑access approvals for new joiners and maintain backup plans for staffing emergencies.
• Perform general administration tasks, including leave reporting and vendor follow‑up.

Required profile

• Proven experience in service quality, customer experience, or related supervisory roles within a banking or financial environment.
• Strong understanding of compliance norms, quality assurance methodologies, and performance metrics.
• Excellent analytical and reporting skills, with the ability to translate data into actionable insights.
• Effective communication and coaching abilities to support front‑line staff development.
• Organizational skills to manage schedules, challenges, and administrative duties.

Required skills