Quality Assurance Specialist-Contact Centre at Equity Bank Kenya

Description
 
In line with enhancing career progression of staff and to support business growth, we seek to recruit a qualified, experienced, self-driven, highly motivated, and passionate candidate to fill the position outlined below.

Quality Monitoring Assessment and Coaching

• Optimize on resources.
• Develop quality assessment tools, process, standards and guidelines.
• Manage quality assurance specialists.
• Plan and allocate agents to the quality assurance specialist within acceptable ratios and manage their rotations.
• Conduct quality assurance calibrations.
• Compile and document quality assurance reports.
• Document quality performance trends and recommendation for improvements.
• Monitor quality training and coaching.
• Ensure quality assurance analyst adhere to quality assessments and coaching schedules.
• Compile C_SAT reports and recommendations.
• To conduct ad-hoc quality assurance audits.

Continuous Learning and Knowledge Improvement

• Participate in Contact Centre training sessions.
• Participate in and achieve the expected pass mark levels for the organizational and Contact Centre based e-learning assessments.
• Identify and conduct Training Gap Analysis.
• Facilitate training sessions to share knowledge and information with team and colleagues and recommend areas of improvements in products and services.
• Monitor and ensure the team participate in the organization and departmental eLearning assessment.

Contact Centre Operations and Workforce Management

• Consolidating and preparing of daily, weekly, monthly and yearly reports
• Participating in performance management for agents
• Liaising with supervisors on daily operations
• Monitoring the supervisors on their team and queue management
• Contact center staffing forecasting
• Preparing of Contact Center shifts

Qualifications

• Experience in the bank or a similar role in another organization.
• At least a degree from a recognized university.
• Must be outgoing and a point of contact in sharing best practice with colleagues.
• Must have a consistent performance rating of 3 and above during the 5 years’ experience.
• High level of working knowledge of all the Bank’s retail products, procedures and policies
• Good knowledge of the competition’s products and processes
• Previous experience of working in a contact center environment
• People leadership and management.
• Experience of working under service levels
• Rotational training between all departments in the branch
• Customer Service
• Knowledge in Performance Management
• Experience in Know Your Customer (KYC) requirements /Suspicious Transaction Monitoring/Anti-Money Laundering procedures
• Understanding of Fraud Prevention procedures
• Good product knowledge
• Familiar with HR policies and procedures
• Excellent communication skills
• Vast knowledge of the Bank’s products, services and operations.
• Basic Knowledge of PC literacy within a Windows environment
• A genuine interest in providing excellent Customer Services.
• Working in a problem-solving environment.  
• Ability to deliver within stringent turnaround times.
• Ability to work under pressure.
• High level of professionalism, confidentiality and integrity
• PC Skills including Keyboard skills