Quality Manager – Banking Sector

About the role

The Quality Manager is responsible for developing, implementing, and maintaining quality management standards across the bank to ensure consistent service delivery, operational efficiency, regulatory compliance, and continuous improvement.

Key responsibilities

• Develop, implement and maintain the bank’s quality management framework, policies and standards.
• Conduct regular reviews and assessments of operational processes, customer service and service delivery.
• Identify process gaps, errors and inefficiencies and lead corrective and preventive actions.
• Monitor customer service quality, analyse complaints and coordinate improvements.
• Develop and track quality KPIs, SLAs and prepare regular performance reports.
• Coordinate with internal audit, risk and compliance on quality‑related matters.
• Lead and develop the quality team, providing guidance and training.

Required profile

• Bachelor’s degree in Business Administration, Quality Management, Finance, Banking, Management or related field.
• Minimum 8 years of relevant experience, preferably in banking or financial services.
• Previous experience in a managerial or supervisory position.
• Strong understanding of banking operations, internal controls and regulatory requirements.

Required skills

• Strong knowledge of quality management and assurance principles.
• Excellent analytical, problem‑solving and data‑analysis abilities.
• Ability to develop and monitor KPIs, SLAs and quality metrics.
• Excellent communication and stakeholder‑management skills.
• Proficiency in Microsoft Office and relevant quality or business‑process management systems.