Munira A.

ABOUT ME

I am munira have done MBA in finance. Currently i am working with the First Micro finance Bank as a service qulaity officer. My main responsibilties are:
Assist to promote the delivery of an excellent and consistent customer service ensuring that processes are followed by the branch teams; Complying report for management review on service quality analysis
• Assist in design, planning, and launch of all service quality framework/guidelines and projects. Ensure that bank’s service quality standards are in line with market best practices. Review branches to assess & drive appropriate customer service behaviours.
• Monthly analysis of Service Quality/complaints parameters for both internal & external customers
• Ensure to keep proper records of reports/correspondence ensuring safe custody and maintain day to day discipline as per approved policies & procedures of the bank
• Analysis and compilation of data collected from various unit in the form of KSI & service quality report.
• Conduct assessments of different units on the basis of assessment plan to check service performance and TAT’s.

SKILLS