QNB Egypt Achieves a New Milestone in Service Excellence with ISO 9001:2015 and ISO 10002:2018 Certifications

أحمد أسامةالأحد 17 مايو 2026

In a new step that reinforces its banking leadership, QNB Egypt, a subsidiary of QNB Group, a leading financial institution in the Middle East and Africa, has been awarded the internationally recognized ISO 9001:2015 and ISO 10002:2018 certifications becoming the first financial institution in Egypt to receive this accreditation within a single audit framework.

This achievement reflects the bank’s commitment to enhancing operational efficiency and elevating service quality.

This accreditation reaffirms QNB Egypt’s commitment to adopting international best practices, enabling it to deliver a comprehensive banking experience that meets customer expectations and keeps pace with evolving regulatory requirements.

Fully aligned with the Central Bank of Egypt’s regulations, it is supported by a framework of continuous monitoring and audit readiness, ensuring operational accuracy and the highest levels of compliance and governance.

It also reinforces QNB Egypt’s commitment to going beyond traditional banking, delivering a more holistic experience in line with its vision of being more than just a bank.

The ISO 9001:2015 certification is an internationally recognized standard for quality management systems, reflecting organizations’ commitment to adopting a structured framework that ensures the consistent quality of its products and services.

Meanwhile, the ISO 10002:2018 certification for customer complaint management and customer satisfaction supports the continuous monitoring and improvement of customer service.

The ISO 9001:2015 certification reflects QNB Egypt’s success in developing integrated financial solutions across retail banking, SMEs, and corporate clients, supported by digital banking platforms, treasury services, and centralized operational support.

This achievement follows a comprehensive assessment of the bank’s quality management framework, confirming full alignment with international standards in process governance, risk management, performance monitoring, and continuous improvement practices, further enhancing operational efficiency and service quality across all channels.

This alignment is underpinned by a strong governance and operational control framework, ensuring clearly defined workflows and structured approval mechanisms.

It is further supported by a robust system of internal controls and data validation processes, including multiple layers of review and cross-functional reconciliation across Operations, Information Technology, Treasury, and Business units, in addition to maker-checker controls to ensure accuracy and data integrity.

Meanwhile, the bank’s ISO 10002:2018 certification comes as part of its ongoing efforts to strengthen customer trust through a robust centralized framework for managing complaints and feedback across retail banking, corporate banking, and digital banking services.

This certification highlights QNB Egypt’s successful implementation of an end-to-end complaints management framework in line with global best practices, built on structured resolution mechanisms, defined response timelines, thorough root cause analysis, and transparent, ongoing communication with customers.

This, in turn, enhances accountability, improves responsiveness, and supports the continuous improvement of service quality.