1)To work with Senior Manager to drive Service Quality to achieve satisfactory score. 2) To work with unit manager to achieve the targeted score in Complaints Management and Service metrics through effective management of daily operations, people and resources. 3) To implement and adhere to Group’s policies, procedures, service standards and performance measurements which support Service Quality. 4) To provide periodic MIS reporting which are accurate, complete and timely for better management of customers’ complaints. 5) To implement initiatives on the complaint management process flow for better management of customers’ complaints and to achieve higher service excellence. 6) To participate in the implementation of controls within the business unit to meet all regulatory and internal requirements. 7) To follow-up on status of preventive actions agreed with the relevant business units so that no recurrences on similar root causes of service failure resulting in complaints again. 8) To work with team members to achieve service excellence through optimal use of resources. 9) Tracking and compilation of all wrongful logging / reassignment of complaint cases to be accurate, complete and timely. Our client is reputed name in Foreign currency exchange is looking for Quality control Officer. Candidate must be a Degree/Diploma holder with a minimum 5 years of experience in contact center / banking. Good knowledge of banking products/services and front end core Finance/ banking systems Experienced in 6 Sigma, Score card, ISO procedure and Policy. High analytical and problem solving abilities Self motivated, energetic and able to get things done in a timely manner. Excellent time management and organizational skills Possess strong communication and inter-personal relationship skill.