Quality Assurance and Compliance Manager

Reporting to the Group Head of Customer Experience, the Quality Assurance Manager is tasked with entrenching prudent Consumer Protection practices, conducting Voice of the Customer analysis and ensuring adherence to set standards across people, products, processes, and systems that serve the Customer. The role also encompasses adherence to controls set by functions such as audit, compliance, risk and external regulatory requirements.

• Degree from a recognized University

• Certification in Quality Assurance (e.g., Six Sigma, ISO) or Customer Service Excellence, and Familiarity with quality assurance processes, tools, and performance metrics.

• 5+ yrs of relevant experience

• 2 yrs of customer experience leadership

• Proven work experience in customer experience quality assurance/service excellence/process engineering

• Experience in Customer journey mapping, creating and evaluating process flows

• Excellent analytical skills to enable resolution of unstructured and complex problems.

• Good understanding of Operational Risk Management

• Adequate experience in general management and stakeholder management

• Familiar with Regulator requirements, Consumer protection guidelines on Complaints Management and Dispute Resolution

• Computer Literate and proficient in MS Office Suite