Service quality is a prerequisite for enhancing customer satisfaction, retention and attraction which are critical for ensuring a thriving business. Nonetheless, service quality remains a major challenges. The purpose of the study was to examine the relationship between employees’ personality traits on service quality in NWSC Tororo branch. This study was a case study research design with a quantitative research approach. The study used a sample of 378 customers of NWSC Tororo Branch which was obtained from a total of 23,780. The study used a structured questionnaire to obtain data from NWSC customers. SPSS v. 25 was used to analyze data and obtain frequency tables, correlation and regression analyses to interpret results. The study found out that extraversion is significantly and positively associated with service quality. It was found out that conscientiousness trait is significantly and positively associated with service quality. The study also found that openness trait is significantly and positively associated with service quality. The study concludes that personal traits exhibited by employees have a strong inclination to the level of service quality an institution can be able to deliver to its customers. The research recommends NWSC to; ensure it recruits and selects the right employees; and provide training and development programs to enhance service quality.