IT Services Quality Management - Techcombank Hà Nội

1. Develop and implement service quality standards and benchmarks to measure and monitor
the quality of services provided.
2. Analyze customer feedback, surveys, and performance metrics to identify areas for
improvement in service quality.
3. Design and implement training programs to educate employees on service quality standards
and customer service best practices.
4. Collaborate with cross-functional teams to ensure alignment of service quality initiatives with
organizational goals and objectives.
5. Lead service recovery efforts by developing and implementing strategies to address service
failures and customer complaints effectively.
6. Conduct regular audits and assessments of service operations to identify opportunities for
process improvement and efficiency.
7. Drive a culture of customer-centricity within the organization by promoting a focus on
customer needs, expectations, and satisfaction.
8. Implement tools and techniques, such as the SERVQUAL model, customer journey mapping,
and Net Promoter Score, to measure and track customer satisfaction levels.
9. Stay informed about industry trends, best practices, and emerging technologies related to
service quality management.
10. Prepare reports, presentations, and recommendations for senior management on service
quality performance and improvement initiatives.

- Work in a dynamic, professional environment with many advancement opportunities
- Outstanding welfare policy, enjoyed according to Bank regulations
- Wage agreement
- Professional working environment
- Annual work completion bonus according to the Bank's policy in each period
- Fully enjoy welfare policies according to Techcombank's regulations
- Experience and share practical work experiences.

- Bachelor's or Master's degree in Business Administration, Service Management, or a related
field. ( non tech)
- Proven experience in service quality management, customer service, or a related field.
- Strong analytical skills such as SQL, PowerBI.
- Excellent communication and interpersonal skills to effectively collaborate with internal teams
and communicate with stakeholders.
- Strategic thinking and problem-solving abilities to develop innovative solutions to enhance
service quality.
- Knowledge of quality management systems, tools, and methodologies.
- Certification in quality management or customer service is a plus.
- Project management skills to lead and coordinate service quality improvement initiatives.
- Good at English communication