Wealth & Banking Service Quality Senior Analyst

About the role

The Wealth & Banking Service Quality Senior Analyst is a full‑time, on‑site position based in Kigali. The analyst monitors and evaluates service quality across wealth and banking operations, ensuring compliance with internal standards and regulatory requirements.

Key responsibilities

• Conduct regular audits of customer interactions, transactions and processes to verify adherence to standards.
• Prepare and present quality reports, highlighting gaps, trends and improvement opportunities.
• Collaborate with operations and customer‑service teams to implement corrective actions and best practices.
• Perform root‑cause analysis for service issues and support continuous improvement initiatives.
• Contribute to the development and refinement of quality frameworks, and take part in training and calibration sessions.

Required profile

• Strong analytical skills for data interpretation, reporting and root‑cause analysis.
• Solid quality‑control and quality‑assurance experience, preferably in banking, wealth management or financial services.
• Ability to design, implement and refine quality management frameworks.
• Clear, professional communication skills for reporting findings and cross‑functional collaboration.
• Bachelor’s degree in Business, Finance, Quality Management or related field; professional certifications in quality or auditing are a plus.
• Willingness to work on‑site in Kigali and manage multiple audits with attention to detail.

Required skills

• Proficiency with spreadsheets (e.g., Excel).
• Experience using reporting tools.
• Familiarity with quality monitoring systems.