Quality Assurance Executive – Quality & Governance Division

Job Description

Support the Quality Assurance function by executing audits, mystery shopping, and performance monitoring to ensure consistent, compliant, and customer-centric service delivery. This role provides frontline QA execution, delivering insights and reports that help the Manager embed excellence in service behaviour, regulatory adherence, and digital service culture.

Requirements

• Bachelor’s degree in business, Quality Management, or related field (master’s preferred)
• 7–10 years of experience in Quality Assurance, CX, or Governance within banking, insurance, or financial services

Responsibilities

• Conduct audits of customer interactions, advisor performance, and compliance with internal standards
• Apply QA checklists and evaluation criteria across digital and offline channels
• Execute mystery shopping assignments across branches and digital platforms
• Compile QA results to highlight recurring issues and service bottlenecks
• Use AI tools for QA scoring, sentiment analysis, and diagnostics