Shinhan Bank Vietnam

BRANCH CUSTOMER SERVICE & QUALITY SPECIALIST

Ho Chi Minh City, Vietnam · On site · Mid level

• Support and monitor Branch Customer Service quality to ensure consistent customer service standards across branches. • Develop, maintain and continuously improve QMS, service standards, guidelines and quality control mechanisms. • Conduct QA/QC activities, including service quality reviews, monitoring, sampling and compliance checks. • Analyze quality findings, customer feedback and operational data to identify service gaps, root causes and improvement opportunities. • Coordinate with Branches and relevant CSC teams to implement corrective actions and follow up on improvement plans. • Prepare periodic QA/QC and QMS reports, highlighting key findings, trends and recommendations. • Support the development and updating of SOPs, Work Standards, checklists and quality criteria. • Provide coaching/feedback to Branches and relevant teams based on quality assessment results. • Support other quality improvement and operational excellence initiatives assigned by Line Manager.
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