Associate Manager - Quality & Performance | Riyadh, SA

Associate Manager - Quality & Performance

Job Description: The role is responsible for reviewing, implementing, and maintaining accreditation and quality standards and processes to ensure compliance with quality principles and practices. The Associate Manager liaises with internal stakeholders involved in accreditation reviews and processes. They evaluate and improve the quality of customer service interactions and the resolution of customer complaints. This role ensures that customer service representatives adhere to company standards, compliance requirements, and deliver exceptional service experiences.

Responsibilities

• Monitor and assess customer interactions (calls, emails, chats) for quality assurance and compliance with company policies.
• Evaluate complaint handling processes and ensure timely, accurate, and empathetic resolutions.
• Provide feedback, coaching, and support to customer care and complaints teams to improve performance and service quality.
• Collaborate with training and operations teams to identify skill gaps and training needs.
• Analyze quality metrics, customer feedback, and complaints data to identify trends and recommend process improvements.
• Maintain accurate documentation of quality evaluations and reporting.
• Assist in the development and updating of quality assurance frameworks, scorecards, and SOPs.
• Participate in calibration sessions to ensure consistency in quality evaluations.
• Support audits, internal reviews, and external assessments as required.
• Perform any other duties assigned by the line manager related to the nature of the work.
• Enforce and comply with all necessary controls and information security policies, procedures, practices, training, reporting, and personal diligence within departmental activities.

Qualifications

Preferred Qualifications:

• A tertiary-level qualification from a recognized institution in Business Administration, Quality Management, or a related field.

Experience

• Recommended to have 0-3 years of experience in quality management or a related field.
• Candidates with experience should have been accountable for tasks and projects, developing competence to work independently.
• Excellent analytical skills to identify trends, problems, and solutions.
• Proficiency in data analysis tools, MS Office, and CRM or QA software.
• Coaching skills in customer experience management.
• Knowledge of client and customer requirements.

Technical Competencies

• Quality Management & Assurance
• Data Analysis & Reporting
• Process Improvement

Behavioral Competencies

• Communication
• Creative Thinking
• Decision Making

About the Team

The dynamic Operations & Customer Care team at D360 Bank is dedicated to providing unparalleled banking experiences. Equipped with advanced technologies and streamlined processes, we ensure seamless and scalable operations. Join our esteemed team to contribute to operational excellence, innovation, and growth. Your expertise will help shape our customer-centric approach, ensuring every interaction leaves a lasting impression.