IT Services Quality Management - Techcombank Hà NộiNgân hàng Thương mại Cổ phần Kỹ Thương Việt Nam (Techcombank)

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.