Job description

Service Quality Officer / Agency Governance and Service Quality Associate role within Emirates NBD (ENBD) Risk & Control, responsible for ensuring outsourced external agencies operate in compliance with contractual, regulatory and organizational requirements while driving service quality standards to safeguard customer experience and organizational reputation. The role sits within Agency Governance and SQ, which provides governance, oversight and service quality monitoring across the agency network to ensure external agencies partnered with ENBD and EI operate in alignment with the bank’s policies, regulatory requirements and customer experience standards, safeguarding compliance and strengthening risk controls. The position mandates service quality experience in Collections/Banking, understanding of SQ process, proficiency in written and spoken English, and Filipino native speaker requirement. Responsibilities include monitoring agency adherence to governance polices, contractual obligations and regulatory guidelines; supporting governance reviews, audits and risk assessments of external partners; tracking and escalating compliance breaches to ensure timely resolution; conducting in-depth call and email evaluations per set parameters and guidelines; performing customer journeys with focus on agent behaviors per case; conducting Audit the auditor sessions with agency SQ SPOCs to identify gaps in evaluations; identifying training needs and service gaps and recommending improvement actions; ensuring customer experience standards are met across agencies; publishing call and email evaluation scorecards; publishing feedback reports with evaluation and ATA synopsis with recommendations; analyzing agency performance and publishing RM scorecards with error analysis and score calculations; conducting on premise evaluation sessions for local agencies and teams’ evaluation sessions with international agencies; working closely with agencies and internal risk, compliance and operations teams; providing feedback and coaching on quality and compliance issues; recommending training and performance improvement plans to upskill agency performance; contributing to strengthening governance framework and control mechanisms; supporting initiatives to enhance efficiency, reduce operational risk and elevate service standards; sharing best practices and supporting process standardization across agencies.