Develop and implement comprehensive quality assurance strategies, policies, and procedures aligned with business objectives and regulatory requirements.
Oversee all aspects of the quality assurance lifecycle, including risk assessment, quality planning, execution, monitoring, and control.
Lead the formulation of Bank-wide Quality Assurance plans and practices, focusing on improvement and remediation, in close collaboration with respective Business/Support units.
Liaise with customer-facing/support units to monitor and ensure consistency in customer service experience and service delivery within defined parameters.
Analyze customer feedback (complaints, surveys) to identify root causes of issues and drive improvements in service quality.
Lead and oversee User Acceptance Testing (UAT) activities.
Develop and execute comprehensive test scripts to ensure software and systems meet business requirements.
Create and document functional test cases based on technical and business requirements.
Escalate and track technical issues for timely resolution.
Conduct regular internal quality management system audits and inspections to identify and assess quality risks and compliance issues.
Monitor and analyze key performance indicators (KPIs) related to quality (KQIs) and customer satisfaction.
Prepare and present comprehensive audit reports and findings to senior management.
Initiate and perform continuous research and analysis to identify and implement best practices in quality assurance.
Assist assigned Departments in preparing/updating and formalizing Service Level Agreements (SLAs) and monitor their adherence.
Develop and implement corrective and preventive actions to address quality deficiencies.
Lead, mentor, and guide junior quality assurance team members.
Collaborate effectively with all departments across the bank to ensure seamless integration of quality principles.
Maintain the highest standards of confidentiality, professional conduct, ethics, and integrity in all aspects of the role.
Ensure compliance with all relevant regulations and industry best practices.
Qualifications:
Bachelor's degree in Business Administration, Finance, or a related field.
Relevant professional certifications (e.g., Six Sigma, ISO 9001,ASQ) preferred.
Fluency in both English and Arabic (written and spoken) is mandatory.
Experience & Skills:
Minimum 5 years of experience in a Quality Assurance role within the banking or financial services industry.
Proven experience in developing and implementing quality assurance plans and procedures.
Strong analytical and problem-solving skills with the ability to identify and resolve complex issues.
Excellent communication and interpersonal skills with the ability to effectively interact with all levels of staff.
Strong attention to detail and accuracy.
Proficiency in Microsoft Office 365 (Word, Excel, PowerPoint & Power BI).
Experience with quality management software (e.g., Selenium , Appium, Jira,) is a plus.
Ability to work independently and as part of a team.
