- Develop and implement comprehensive quality assurance strategies, policies, and procedures aligned with business objectives and regulatory requirements.
- Oversee all aspects of the quality assurance lifecycle, including risk assessment, quality planning, execution, monitoring, and control.
- Lead the formulation of Bank-wide Quality Assurance plans and practices, focusing on improvement and remediation, in close collaboration with respective Business / Support units.
- Liaise with customer-facing/support units to monitor and ensure consistency in customer service experience and service delivery within defined parameters.
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