Contact Centre Monitoring & Quality Assurance Analyst at I&M Bank

PURPOSE:

The Quality Assurance function is responsible for ensuring the Contact Centre representatives are adhering to Bank Standards, Procedures and Policies while offering the highest level of service. This entails monitoring and assessing all interactions at the Contact Centre i.e., Voice Calls, E-mails, Social Media and Complaints raised with an aim of proactively measuring the Service Experience, Level of Compliance, identifying improvement areas and recommending corrective measures.

KEY RESPONSIBILITIES/ACCOUNTABILITIES

Monitoring and Evaluation

• Continuous review and formulation of Quality Assurance Templates to be used in assessing customer interactions and make regular iterations according to the departmental needs.
• Real Time and Post Interaction Monitoring and Evaluation of Voice, Email, Social Media Engagements and Complaints raised to assess quality of interactions based on I&M Bank Contact Centre standards.

Feedback and Coaching

• Provide real-time feedback to Contact Centre representatives on their interactions with customers highlighting strengths and areas of improvement.
• Continuous One-on-One coaching with Contact Centre representatives to address improvement areas based on the individual Quality Assurance findings with key focus on improving the quality of interactions
• Highlight best practice from the various representatives and share with the rest of the team in a bid to drive a culture of continuous improvement.

Training and Development

• Give recommendations on training and developmental areas, Process Improvements and Product Refresher needs based on gaps identified from Quality Assurance evaluations, Customer Feedback and Customer Satisfaction surveys.
• Take leadership and coordinate corrective training for identified product, process and service gaps.
• Responsible for onboarding new representatives into the Contact Centre to ensure they are conversant with Contact Centre procedures and standards.

Reporting and Analysis

• Preparation of various report Quality Assurance Reports i.e., Individual Representative dashboard, Departmental Quality Assurance Reports, Action Planning report, Customer Satisfaction reports
• Tracking of agreed Individual agents’ action plans based on Quality check findings to ensure improved performance at an individual and departmental level.
• Trend Monitoring and reporting of common and repetitive gaps to the Contact Centre manager for further actioning.

Risk and Compliance

• Ensure all customer interactions comply with the Regulatory and Bank’s Standards, Policies and procedures.
• Identify any risks in interactions and recommend controls or mitigation strategies to minimize the risk.

Customer Satisfaction Measurement

• Administer Customer Satisfaction Measurement Surveys through Post Interaction SMS, Call Backs, Post Interaction survey on Social Media.
• Gauge level of customer satisfaction as per the quality assessment and customer feedback on the various quality assessment interactions and take corrective actions where customer expectations are not met.

Process Improvement

• Monitoring Industry trends on Best Quality Assurance practices to ensure our evaluation templates and key metrics remain relevant and are current and aligned to customer’s needs.
• Identify opportunities for Product, Process and Service improvement based on quality assessment and customer feedback.

KEY PERFORMANCE MEASURES

• Quality Assurance Score
• Mystery Shopping Score
• Service Level Score
• Customer Effort Score
• Audit rating of 2 and above
• Nil Quality Assurance Repeat Findings

IMPORTANT RELATIONSHIPS

• Customers
• Senior Management
• All Head Office Support Units
• All Branches
• 3rd party Service Providers
• Industry Stakeholders – Merchants, Other Banks, Telco (Safaricom, Airtel, Telkom), IPSL (Pesalink)

KEY SKILLS, KNOWLEDGE, EXPERIENCE AND PERSONAL COMPETENCIES

Skills and Competencies

• Customer Centricity
• Out the box thinking/ continuously challenges status quo.
• Strong negotiation and conflict resolution skills.
• Emotional Intelligence
• Risk Intelligence
• Ability to manage change
• Results and achievement orientated
• Highly motivated, proactive, and flexible
• Excellent verbal and written communication skills, including rapport building
•  Open to giving constructive feedback and coach
•  Problem solving and decision-making skills
• Can work to deadlines with efficiency and accuracy
• Data Analytics Skills
• Ability to Work independently and in a team

Experience

• 2 to 5 Years experience at a Contact Centre within a financial institution preferably a bank. Familiarity with quality assurance functions is an added advantage.

RECOMMENDED MINIMUM QUALIFICATIONS

Education Level

• Business related degree holder from a recognized University (Min – 2nd class upper or equivalent).

Professional Qualifications

• Contact Centre qualifications desirable.