Lead–Quality Assurance.RBG-Service and Governance

Mashreq
Bengaluru
Workplace: OnsiteFull timeFunction: QA, Test & Release EngineeringExperience: 5+ yearsEducation: bachelorsSkills: ["Analytical","Problem-solving","Stakeholder management","Communication","Coaching and mentoring"]

Drive customer experience excellence across Contact Center and Complaint operations by leading quality assurance, governance, coaching, and continuous improvement. Manage quality consultants and quality frameworks, ensure compliance with internal and regulatory standards, run calibration sessions, and monitor quality KPIs. Analyze customer feedback and complaints to identify root causes, implement process enhancements, build quality dashboards, and partner across Operations, Training, Technology, and business teams to improve CSAT, NPS, and FCR.

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FursaFursa
Mashreq
Mashreq
1 day ago

Lead–Quality Assurance.RBG-Service and Governance

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Last checked: 14 hours agoStatus: Live

Job Summary

Drive customer experience excellence across Contact Center and Complaint operations by leading quality assurance, governance, coaching, and continuous improvement. Manage quality consultants and quality frameworks, ensure compliance with internal and regulatory standards, run calibration sessions, and monitor quality KPIs. Analyze customer feedback and complaints to identify root causes, implement process enhancements, build quality dashboards, and partner across Operations, Training, Technology, and business teams to improve CSAT, NPS, and FCR.
Location: Bengaluru
Workplace: Onsite
Employment Type: Full time
Job Function: QA, Test & Release Engineering
Seniority: Manager level

Key Responsibilities

  • •Lead and manage the Quality team to ensure consistent quality monitoring across Contact Center & Complaint operations.
  • •Ensure adherence to internal policies, regulatory requirements, quality standards, and customer service guidelines.
  • •Conduct calibration sessions to ensure evaluation consistency and monitor quality trends and emerging risks.
  • •Analyze quality findings and customer feedback to identify performance gaps and root causes, and recommend coaching and process improvements.
  • •Develop quality dashboards and management reporting, track KPIs, and lead quality-related transformation and continuous improvement initiatives.

Key Requirements

  • •Minimum 5 years of experience in Quality Assurance.
  • •2-3 years in a supervisory or leadership role.
  • •Strong understanding of retail banking products, services, and customer journeys.
  • •Comprehensive knowledge of contact center operations and quality management principles, including complaint management and regulatory requirements.
  • •Bachelor’s degree in business, banking, finance, or related field; professional certifications in quality management, customer experience, or Lean Six Sigma are advantageous.
Experience:5+ yearsRetail bankingContact centerCustomer experienceComplaint managementQuality assurance
Education:Bachelor's in Business, Banking, Finance (or related field)
Skills:AnalyticalProblem-solvingStakeholder managementCommunicationCoaching and mentoring
Certifications:Quality ManagementCustomer ExperienceLean Six Sigma

Company Brief

Mashreq
Mashreq Bank is a UAE-headquartered full-service bank offering retail, corporate, Islamic and digital banking, treasury, and capital markets services across the Middle East and internationally.
Industry: Banking
Company Size: Enterprise (1,001+ employees)
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Dubai, United Arab Emirates
Founded: 1967
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Glassdoor: 3.3
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