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SBM Bank Kenya is a leading and trusted financial institution with an international footprint, headquartered in Mauritius and positioned to offer an unprecedented banking experience in Kenya to niche Retail, SME and corporate clients. Following approval by the Central Bank of Kenya, the bank started its operations in Kenya in May 2017 and currently h...
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JOB SUMMARY:
The overall purpose of the role for Senior Officer, Quality Assurance is to audit interactions on calls, emails and social media, to measure performance and ensure delivery of effective service with utmost level of consistency.
KEY RESPONSIBILITIES:
Customer Experience - 40%
Financial - 20%
Risk and Process - 25%
Learning and Growth - 15%
KEY RELATIONSHIPS:
Customers of this Position
KEY SKILLS AND COMPETENCIES:
Knowledge: Skills and Experience required for this Role
Competencies required for this Role.
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