Head of Process and Quality Assurance Unit

Posted: 16/Nov/2021 - Closing Date: 16/Dec/2021

Job Description

This position is actively working on developing of process insides Contact Center for Operations and Complaint & Dispute departments, review, adopt ongoing enhancement of process, training, and recruitment management within Contact Center Division. The position is also handling the assigned team projects insides of Contact Center and in cooperation with LOBs whenever needed.


  • Head Office, Phnom Penh (01 Post).

Duties and Responsibilities

  • Process development/ enhancement base on gap finding throughout QA assessment.
  • Report any material breach or complaint to line of business for taking immediate action.
  • Lead and ensure the consistent of products and service training/ briefing are delivered to all Contact Center staffs.
  • Act as core person to deliver consistency update information to all Contact Center staffs.
  • Develop action plan for monthly staff evaluation and giving feedback.
  • Develop the effective training curriculum for new staffs.
  • Knowledge based management and improvement.
  • Recruitment and pool management based on required timeline and requirement from business heads.
  • Work collaboratively with line manager, vendors on new assigned projects of Contact Center.
  • Prepare and create the support documents of new or existing product/ service such as T&C, procedure, process, guideline, FAQ, upload in knowledge base and chatbot, and make sure they are ready in place before the launch date.
  • Handle tasks assigned by Line Manager.

Skills and Specifications

  • Bachelor’s degree/Master’s degree in business management, finance and banking, or communication field.
  • Minimum three years of professional experiences in service quality, quality assurances, training or business process in financial industry.
  • Proven supervisory skills/experiences in leading a team.
  • Excellent understanding of banking operations, internal rules/regulations, compliance and risks.
  • Excellent analytical abilities to grasp the key points from complicated details.
  • Familiarity with the tools, concepts, and methodologies of quality management.
  • Effective communication and report writing skills.
  • Sound understanding of financial service industry where ABA is positioned in the market.
  • Demonstrated knowledge of the issues facing organizations undergoing change.
  • High degree of self-motivation and excellent interpersonal skills.
  • Strong dedication to details and accuracy.

How to apply

Interested and qualified applicants should submit your updated Cover Letter and CV stating the position applied for with your current photo (4x6) through recruitment(at)ababank.com.

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