Standard Chartered is looking for a Service Quality Manager to enhance service delivery across voice and virtual channels in our Client Care Centre. You will monitor interactions, assess quality against standards, and provide clear feedback to directly improve performance. This role partners closely with operations, training, and quality teams to reduce errors, identify root causes, and create a consistent, customer-centric experience.
What You'll Do
- Monitor calls and service interactions to assess quality, compliance, and customer experience.
- Provide clear and constructive feedback to drive measurable performance improvement.
- Partner with training and operations teams to strengthen key business KPIs.
- Identify quality gaps, process issues, and behaviour trends to support improvement initiatives.
- Facilitate calibration sessions across quality, training, and operations to ensure scoring alignment.
- Conduct mystery calls to assess service standards, product knowledge, and consistency.
- Analyze complaints, repeat contacts, and escalations to identify root causes and improvement actions.
- Contribute to achieving key service metrics such as First Contact Resolution, CSAT, and turnaround times.
What We're Looking For
- Experience in quality assurance, service quality, or call monitoring roles.
- Strong analytical skills with the ability to interpret data, identify trends, and recommend actions.
- Proficient in MS Word and MS Excel.
- Excellent communication skills with confidence delivering feedback across all levels.
- Strong attention to detail with a focus on compliance and process adherence.
- Ability to work collaboratively and influence stakeholders across multiple teams.
- Good listening and communications skills in Arabic.
Nice to Have
- Experience ideally within a contact centre.
- Prior contact centre experience.
- Understanding of inbound service delivery and customer experience principles.
Technical Stack
- MS Word
- MS Excel
Benefits & Compensation
- Competitive salary and benefits to support mental, physical, financial and social wellbeing.
- Core bank funding for retirement savings, medical and life insurance.
- Flexible and voluntary benefits available in some locations.
- Time-off including annual leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days).
- Minimum global standards for annual and public holiday, combined to 30 days minimum.
- Flexible working options based around home and office locations, with flexible working patterns.
- Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform.
- Development courses for resilience and other human skills.
- Global Employee Assistance Programme, sick leave, mental health first-aiders and self-help toolkits.
- A continuous learning culture to support growth, with opportunities to reskill and upskill.
- Access to physical, virtual and digital learning.
- Being part of an inclusive and values driven organisation.
Work Mode
This role follows a hybrid work model.
Standard Chartered is an inclusive and values-driven organisation. We do the right thing, challenge one another, and live with integrity, while putting the client first. We never settle, continuously striving to improve and innovate, and we are better together, working collectively to build for the long term.
