Job Overview

Apply for the Total Quality Management Officer role at Abbey Mortgage Bank Plc in Lagos. Candidates with quality assurance, process improvement, compliance, and banking experience are encouraged to apply.

Total Quality Management Officer Job at Abbey Mortgage Bank Plc – Lagos, Nigeria

Maintaining consistent service quality is essential for financial institutions where customer trust, operational accuracy, and regulatory compliance directly affect business performance. Abbey Mortgage Bank Plc is seeking a Total Quality Management Officer to support service excellence initiatives, process improvement, and quality assurance activities.

This role is suitable for professionals with experience in quality management, customer experience, process improvement, audit, compliance, or operational controls. The successful candidate will help identify service gaps, improve internal processes, and support the implementation of quality standards across the organization.

Job Summary

Position: Total Quality Management Officer
Company: Abbey Mortgage Bank Plc
Location: Lagos, Nigeria
Employment Type: Full Time
Job Category: Banking / Risk Management and Compliance
Experience Required: 3–5 Years

About Abbey Mortgage Bank Plc

Abbey Mortgage Bank Plc operates within Nigeria’s mortgage and housing finance sector, providing financial solutions designed to support individuals and families seeking access to home ownership.

The bank focuses on delivering reliable financial services while maintaining strong operational standards, customer-focused processes, and effective risk management practices.

Role Summary

The Total Quality Management Officer will support the development and maintenance of service quality standards across Abbey Mortgage Bank Plc.

The role involves reviewing customer journeys, evaluating business processes, monitoring compliance with service standards, and providing recommendations that improve efficiency and customer experience.

The successful candidate will work closely with internal teams to identify improvement opportunities and ensure quality management practices are effectively implemented.

Key Responsibilities

Quality Management and Service Excellence

The successful candidate will:

• Support the implementation of the bank’s service excellence standards.
• Conduct quality reviews to ensure processes meet established requirements.
• Perform quality checks and readiness assessments across relevant business areas.
• Monitor adherence to service standards, checklists, and agreed performance measures.
• Identify opportunities to improve customer experience and operational effectiveness.

Process Improvement and Root-Cause Analysis

Responsibilities include:

• Review customer journeys and identify areas for improvement.
• Analyze recurring service issues and process weaknesses.
• Support root-cause analysis activities.
• Recommend practical solutions to address quality gaps.
• Follow up on corrective actions until successful completion.

Reporting and Performance Monitoring

The role also involves:

• Preparing quality dashboards and performance scorecards.
• Developing management reports based on quality findings.
• Tracking service performance indicators.
• Providing insights that support continuous improvement decisions.

Compliance and Quality Controls

The Total Quality Management Officer will:

• Monitor compliance with quality standards and internal procedures.
• Review implementation of corrective action plans.
• Support quality assurance activities across different departments.
• Promote consistent application of operational standards.

Qualifications and Experience

Applicants should have:

• Bachelor’s degree or equivalent qualification in a relevant discipline.
• 3–5 years of experience in Total Quality Management, Quality Assurance, Customer Experience, Process Improvement, Audit, Controls, Operations, or Compliance.
• Experience within banking or financial services is an advantage.
• Understanding of quality management principles and continuous improvement practices.

Required Skills and Competencies

Quality and Process Improvement Skills

Candidates should demonstrate knowledge of:

• Quality management systems.
• Process review and optimization.
• Service quality assessment.
• Customer experience improvement.
• Corrective action monitoring.

Analytical and Reporting Skills

The ideal candidate should have:

• Strong analytical skills.
• Ability to interpret performance information.
• Excellent documentation and report-writing abilities.
• Strong attention to detail.
• Ability to identify trends and improvement opportunities.

Technical Skills

Applicants should be comfortable using:

• Microsoft Excel.
• Microsoft PowerPoint.
• Microsoft Visio.
• Quality management tools and reporting systems.

Knowledge of ISO 9001:2015 Quality Management System standards is highly valuable for this role.

Professional Attributes

Successful candidates should demonstrate:

• Strong follow-through and accountability.
• Ability to work collaboratively with different departments.
• Good organizational skills.
• Professional communication abilities.
• Commitment to maintaining high service standards.

Career Opportunities in Quality Management

Quality management professionals play an important role in improving how organizations deliver products and services.

Experience gained in this position can support career growth into areas such as:

• Quality Assurance Management.
• Customer Experience Management.
• Process Improvement Consulting.
• Operational Risk Management.
• Compliance and Internal Controls.
• Business Excellence Management.

Professionals who develop strong analytical and improvement skills are valuable across banking, healthcare, manufacturing, technology, and other service industries.

Career Advice for Quality Management Applicants

For quality management positions, employers often look for evidence that candidates can identify problems, improve processes, and measure results.

When preparing your CV, highlight:

• Previous quality assurance responsibilities.
• Process improvement projects.
• Customer experience initiatives.
• Audit or compliance experience.
• Quality frameworks or standards you have worked with.
• Reports, dashboards, or performance tracking systems developed.
• Examples where your recommendations improved efficiency or service delivery.

Applicants with ISO-related knowledge or experience should clearly mention relevant training or practical application.

Quality management professionals should make their CVs demonstrate measurable improvements, process optimization experience, quality assurance skills, and compliance knowledge. Learn how to present your professional experience effectively in our guide on [How to Write a Professional CV That Gets Interviews].

Candidates applying for quality management and banking roles should prepare to discuss process improvement examples, problem-solving approaches, compliance experience, and previous achievements during interviews. Read our guide on [Common Job Interview Questions and Sample Answers] to improve your interview preparation.

How to Apply

Interested and qualified candidates should send their CV to careers@abbeybank.com using the position title as the subject of your email.