QNB Egypt Becomes First Bank in Egypt to Earn Dual ISO Certification
QNB Egypt announced that it has obtained the internationally recognized ISO 9001:2015 and ISO 10002:2018 certifications, becoming the first financial institution in Egypt to secure both accreditations through a single integrated audit framework.
The achievement marks a new milestone in the bank’s efforts to strengthen operational efficiency, enhance service quality, and reinforce customer satisfaction standards in line with international best practices.
QNB Egypt, a subsidiary of QNB Group, said the certifications reflect its continued commitment to delivering a comprehensive banking experience aligned with evolving customer expectations and regulatory requirements.
The bank emphasized that its operational framework is fully aligned with the regulations of the Central Bank of Egypt and supported by continuous monitoring systems, audit readiness mechanisms, and advanced governance standards designed to ensure operational accuracy, compliance, and transparency.
According to the bank, the achievement reinforces its strategic vision of going beyond traditional banking services to deliver a more integrated and customer-centric experience.
The ISO 9001:2015 certification is globally recognized as a benchmark for quality management systems, confirming organizations’ ability to implement structured operational frameworks that ensure consistency in products and services while supporting continuous improvement and performance optimization.
Meanwhile, the ISO 10002:2018 certification focuses on customer complaint management and customer satisfaction systems, highlighting the bank’s ability to manage feedback and service resolution processes according to internationally recognized standards.
QNB Egypt stated that the ISO 9001:2015 certification reflects its success in developing integrated banking and financial solutions across retail banking, SME banking, and corporate banking segments, supported by advanced digital banking platforms, treasury operations, and centralized operational support systems.
The certification followed a comprehensive assessment of the bank’s quality management framework, covering process governance, risk management systems, operational monitoring, and continuous improvement mechanisms across various business functions.
The bank noted that its governance and operational control framework includes clearly structured workflows, approval mechanisms, internal control systems, and multilayered data validation processes involving Operations, Information Technology, Treasury, and business units, in addition to maker-checker verification systems designed to ensure accuracy and data integrity.
QNB Egypt added that the ISO 10002:2018 certification reflects its ongoing efforts to strengthen customer trust through a centralized framework for complaint and feedback management across retail banking, corporate banking, and digital banking services.
The bank explained that the certification recognizes its implementation of a comprehensive end-to-end complaint management system built around structured resolution mechanisms, defined response timelines, root cause analysis, and transparent communication channels with customers.
According to QNB Egypt, the framework contributes to improving accountability, enhancing responsiveness, and supporting continuous improvements in customer service quality across all banking channels.
The achievement further reinforces QNB Egypt’s position among the leading financial institutions in the Egyptian banking sector as competition intensifies around digital transformation, customer experience, operational excellence, and governance standards.