MANAGEMENT OF THE QUALITY OF FINANCIAL SERVICES DURING IMPLEMENTATION OF FINANCIAL INNOVATIONS

This paper addresses the specifics of managing financial services' quality in the context of implementing financial innovations and digital transformations. The role of high quality of services in reliability, safety, transparency, and accessibility of financial services, support of customer trust, and compliance with regulatory demands is substantiated. The essence of modern systems of the management of financial services’ quality is disclosed, in particular, the integration of TQM concepts, ISO 9001 standards, risk-oriented regulatory approaches, and practices of control of algorithmic models based on artificial intelligence. Strategic, tactical, and operational levels of management are distinguished. They allow assessing the impact of financial innovations on the quality of services and ensuring continuous improvement of processes and monitoring of KPI and risk indicators. The methodological framework of this paper comprises the system, interdisciplinary, and process approaches, as well as methods of theoretical analysis of scientific literature and reports of international organisations, content analysis, induction, deduction, and classification and functional analysis. The scientific value of this paper lies in the study of the management of financial services’ quality in the process of implementing innovations and digital technologies. An integrated model of management is offered; it combines TQM, management of innovation portfolios, and control over algorithmic models, which contributes to the flexibility of the system, minimisation of risks, and support of the high level of customer services. © 2025, Centar for Quality. All right reserved.