Service Quality Monitoring Officer

PT Bank Nationalnobu Tbk; Tangerang; On-site; IDR 89,280,000 - 167,400,000; Full time

Job summary

PT Bank Nationalnobu Tbk seeks a Service Quality Monitor to ensure high standards across branch operations, customer interactions, and transaction processing. The role includes auditing facilities, processes, and staff conduct to verify adherence to guidelines and regulatory requirements.

You will analyse customer feedback, produce detailed reports for branch management and senior stakeholders, and develop corrective action plans.

Qualifications

• Bachelor's degree in Business Administration, Finance, or related field preferred.
• 3–5 years' experience in service quality monitoring, customer service management, or branch operations.
• Strong knowledge of retail banking operations, products, and customer service standards.
• Proven ability to conduct audits, analyse performance data, and prepare detailed reports.
• Excellent communication and interpersonal skills with ability to engage staff at all levels.
• Attention to detail and strong organisational skills with ability to multitask.
• Understanding of banking regulations, compliance requirements, and internal control frameworks.
• Ability to work independently whilst contributing as part of a team.
• Proficiency in Indonesian and English languages.

Responsibilities

• Monitor and evaluate service quality standards across branch operations, including customer interactions, transaction processing, and staff conduct
• Conduct regular audits and inspections of branch facilities, processes, and customer service delivery to ensure compliance with established guidelines
• Analyse customer feedback, complaints, and satisfaction data to identify trends and areas requiring improvement
• Prepare comprehensive reports on service quality performance metrics and present findings to branch management and senior stakeholders
• Develop and implement corrective action plans to address identified service deficiencies and performance gaps
• Provide coaching and training to branch staff on service standards, customer engagement techniques, and operational best practices
• Maintain detailed documentation of monitoring activities, audit results, and follow-up actions taken
• Collaborate with branch managers and operational teams to ensure continuous improvement in service delivery and customer satisfaction
• Monitor compliance with banking regulations, internal policies, and security procedures during branch operations

Skills

Communication skills

Interpersonal skills

Auditing

Analytical thinking

Report writing

Attention to detail

Organizational skills

Indonesian language

English language

Education

Bachelor's degree in Business Administration or Finance

Tools

Analytical tools

Spreadsheet software

Job description

Monitor and evaluate service quality standards across branch operations, including customer interactions, transaction processing, and staff conduct

Conduct regular audits and inspections of branch facilities, processes, and customer service delivery to ensure compliance with established guidelines

Analyse customer feedback, complaints, and satisfaction data to identify trends and areas requiring improvement

Prepare comprehensive reports on service quality performance metrics and present findings to branch management and senior stakeholders

Develop and implement corrective action plans to address identified service deficiencies and performance gaps

Provide coaching and training to branch staff on service standards, customer engagement techniques, and operational best practices

Maintain detailed documentation of monitoring activities, audit results, and follow-up actions taken

Collaborate with branch managers and operational teams to ensure continuous improvement in service delivery and customer satisfaction

Monitor compliance with banking regulations, internal policies, and security procedures during branch operations

What we're looking for

• Bachelor's degree in Business Administration, Finance, or related field preferred
• Minimum 3-5 years' experience in service quality monitoring, customer service management, or branch operations within retail banking or similar financial services environment
• Strong knowledge of retail banking operations, products, and customer service standards
• Proven ability to conduct audits, analyse performance data, and prepare detailed reports using analytical tools and spreadsheet software
• Excellent communication and interpersonal skills with ability to engage effectively with staff at all levels
• Attention to detail and strong organisational skills with ability to manage multiple monitoring activities simultaneously
• Understanding of banking regulations, compliance requirements, and internal control frameworks
• Ability to work independently whilst contributing effectively as part of a team
• Proficiency in Indonesian and English languages