Mutual Trust Bank PLC

Position: Associate - Customer Experience Grade: AO to JO Department: MTB Service Quality Department   Key Responsibilities Service Audit & Customer Experience Audit branches and support functions to evaluate service quality and compliance with established standards. Conduct mystery shopping, focus group discussions, and other customer experience assessments. Carry out telephone surveys to measure Customer Satisfaction Scores (CSAT) and identify improvement areas. Audit Contact Center (CC) operations and prepare reports with recommendations to improve service quality. Conduct Telephonic Answering Call Technique (TACT) surveys to assess telephone communication and service etiquette. Process Development & Improvement Identify opportunities to improve operational efficiency and service delivery through process re-engineering. Detect service gaps and process errors, ensuring proper documentation and accurate reporting. Develop and implement service initiatives and process improvements to enhance customer experience and operational effectiveness. Reporting & Analysis Prepare branch service audit and mystery shopping reports. Compile Contact Center audit and survey findings with actionable recommendations. Analyze branch performance comparatively to identify service trends, gaps, and best practices. Prepare TACT survey reports evaluating telephone service quality across the organization. Prepare additional reports, analyses, and management updates as assigned by MSQD.