ALTERNATIVE DISTRIBUTION CHANNELS QUALITY ASSURANCE OFFICER
Commercial International Bank Egypt ALTERNATIVE DISTRIBUTION CHANNELS QUALITY ASSURANCE OFFICER
Summary
Executes day-to-day quality assurance for a bank's alternative distribution and sales channels: monitoring channel performance, running quality and compliance checks against SOPs, CBE regulations, and SLAs, analyzing data, reporting variances, and supervising a small team.
Public |
To execute day-to-day quality assurance monitoring, data analysis, and compliance tracking across designated alternative distribution and sales channels. Operating under defined frameworks, conducting routine evaluations, identifying operational gaps, and validating adherence to established SOPs, regulatory guidelines, and service level agreements (SLAs). This position supports continuous improvement initiatives by compiling quality metrics, reporting variances, and providing actionable insights to operational teams to maintain service excellence and mitigate localized risks.
Job Description\:
Quality Assurance
1. Monitor and evaluate the performance of alternative distribution channels
2. Ensure compliance with internal policies, regulatory requirements, and industry standards.
3. Conduct quality checks on processes, transactions, and customer interactions across channels.
4. Identify risks and gaps in service delivery and recommend corrective actions.
5. Collaborate with stakeholders (operations, IT, customer service) to resolve issues and improve efficiency.
6. Prepare reports and insights on channel performance, highlighting trends and areas for improvement.
7. Support training and awareness initiatives to enhance staff knowledge of quality standards.
8. continuous improvement by suggesting enhancements to systems, processes, and customer experience.
Performance Management
9. Monitor and alert the department head regarding expected increases or decreases in performance to facilitate efficient operations and proactive performance management within the Sales Support function.
Supervision
10. Supervises the activities and work of subordinates to ensure that all work within a specific area is carried out in an efficient manner and in compliance with the set policies, processes and procedures
Processes, Policies and Procedures
11. Implements approved department policies, processes, and procedures and monitors adherence so that work is carried out in a controlled manner
Day- to-day operations
12. Supervise the day to day operations for the managed team providing some guidance in the related area, encouraging teamwork and facilitating related professional work processes in order to achieve high performance standards
Compliance
13. Complies with all relevant CBE regulations, banking laws, AML regulations and internal CIB policies and code of conduct in order to maintain CIB’s sound legal position and mitigate any potential risks