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I&M Bank is a wholly owned subsidiary of I&M Holdings Limited, a publicly quoted company at the Nairobi Securities Exchange (NSE). The bank possesses a rich heritage in banking.
The role holder will be responsible for ensuring the Call Centre agents are adhering to the standards, procedures and policies of the Bank while offering the highest level of service.
The Call Monitoring and Quality Assurance analyst monitors all interactions at the call Centre – voice calls, e-mails, social media and handling customer complaints with an aim of proactively measuring the service experience, level of compliance, identifying improvement areas and undertaking corrective measures.
Responsibilities
The role will report to the Call Centre Manager and will be responsible for:
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