KEY PERFORMANCE INDICATORS
Complete daily/weekly/monthly assessment as per allocated service quality evaluations, meeting deadlines at average 95% of the time.
Prepare team SWOTS on performance each month to highlight performance gaps and opportunities to assist team managers in coaching process.
Attend and drive individual team reviews every month highlighting gaps in quality performance for improvement.
Participate in process and procedure service quality audits by product and process owners.
Carry out independent and fair assessment of customer interactions according to the quality guidelines attaining <10% re-evaluation score.
Prepare monthly performance reports on VoC, Quality Assurance and KPI achievement.
Fill in a weekly progress report on pass/fail rate of evaluated products and services including key highlights on issues affecting service delivery.
Reduce recurring customer complaints.
Number of Customer Experience non-compliance (to procedures) issues as per Audit & Compliance Reports
Customer satisfaction as measured by Account Utilization, Customer retention and account dormancy rate.
Reduction in SLA breaches
KEY RESPONSIBILITIES
Operationalize a service quality assurance framework to guide on baseline standards to be adhered to across all touchpoints & channels.
Co-create and research, synthesize feedback from multiple areas to discover customer insights and optimize current and new experiences.
Analyze/audit service incident data, emails, voice recordings, service requests, processes and customer surveys feedback to identify areas of service delivery that did not meet pre-established performance standards within the bank.
Provide structured and timely recommendations; verbal and/or written feedback to Management, Team Leaders, Analysts and Customer Experience Executives.
Perform mock interactions with new contact centre & customer service hires post-training to determine readiness for moving into frontline live environment.
Develop and conduct targeted group coaching sessions for frontline and back-office staff, that address Service Quality deficiencies and/or improvement opportunities.
Use customer service expertise to assess existing practices and procedures for process improvement opportunities within the bank.
Use reporting tools to gather data and analyse trends or patterns affecting quality.
Collaborate with stakeholders to identify and streamline processes and implement process standards that enhance service delivery.
Maintain the customer experience key performance indicators dashboard and track results and action points.
Implement strategy to effectively manage all customer complaints and escalations ensuring centralized complaints recording via CRM and ICT support systems, tracking, monitoring and best in class complaints handling and learning.
Monitor internal and external customer satisfaction and feedback through surveys and other feedback devices.
Liase with stakeholders to prepare and circulate CX reports as well as review bank reports relating to CX like risk trackers, audit reports and institute corrective measures as need be.
Develop strong relationships across the organization that foster cultural transformation, collaboration, and best practice sharing.
Any other duties as shall be assigned from time to time
STAFF SUPERVISION RESPONSIBILITIES
None
Undergraduate degree from a recognized university
Professional Qualifications
Certification or training in service quality and customer services is an added advantage
Knowledge and Skills
Excellent knowledge of customer service operations, policies, processes and procedures.
Excellent written and verbal communication skills coupled with good listening and reasoning skills.
Excellent Coaching skills
Creative thinking, to be able to come up with new ideas to improve customer service standards.
Must have good data modelling, analytical & report writing skills.
Knowledge of Insurance and Banking basic operations.
Knowledge of banking laws and regulations
Meet strict deadlines
EXPERIENCE
3 years total work experience in customer experience within a financial institution
2 years in the Banking sector
Experience in a Contact Centre Environment
COMPETENCIES REQUIRED
Demonstrated leadership abilities.
Good interpersonal and communication skills
Confidence, patience, politeness, tact and diplomacy, when dealing with difficult situations.
A commitment to improve your own customer service skills is an ongoing basis.
Knowledge of Data Collection and Analytics Tools