Quality Analyst, Customer Experience
Reports To: Quality Assurance Manager, Customer Experience
Key Responsibilities
Qualifications
Reports To: Quality Assurance Manager, Customer Experience
Job Purpose Statement
Responsible for determining if the customer experience services
provided by CBA are meeting set quality standards. Assessing quality of service
delivery at all customer touch points and making recommendations that translate
into superior customer experiences. Close partnering with teams under Quality
Assurance Program to positively influence performance that ensures achievement
of CBA Customer Experience KPIs.
Key Responsibilities
·
QAP Quality Assurance Partnership Program: Establishing and
maintaining constructive and cooperative working relationships with other
departments and stakeholders to ensure all customer queries and requests are
handled within laid down processes and SLA (30%)
·
Customer Touch Point Quality Conducting Service Audits at all
customer touch points so as to safeguard consistency in adherence to and
effective application of established policies, processes, procedures and tools
in achieving optimal efficiency (20%)
·
Process Improvement Closure of feedback cycle through analysis of
customer feedback and provision of recommendations based on gaps identified
from internal processes to improve customer experiences (20%)
·
Reporting Developing standardized testing methods and recommending
process improvements based on data collected. Periodic preparation and analysis
of Customer Experience reports and statistics in conjunction with relevant user
departments to ensure implementation of corrective actions aimed at enhancing
customer experience. Document quality reports, and effectively communicate the
same ensuring uniformity in assessments and acceptability from users,
escalating customer issues for further investigations (15%)
·
Risk Management Assist in ensuring all reports and activities
comply with bank requirements in terms of rules policies and directives that
eliminate any audit finding pertaining to established policies, processes, and
tools to achieve optimal efficiency, compliance and cost containment.
·
Minimization of exposures to and impact of risks associated with
service provision in line with Bank policies, CBK, BOT and BOU, BOR regulatory
guidelines, Consumer protection act (Kenya) and any other consumer guidelines
as guided by country of operations (15%)
Competence Requirements
·
Ability to work independently, self-directed and
solutions-oriented and should be able to carry him or herself.
·
Excellent interpersonal skills to effectively communicate with and
manage customer expectations (internal and external), and other stakeholders
who impact performance
·
Knowledge and effective application of all relevant banking
strategies, policies, processes, procedures, guidelines and project management
methodology and to consistently achieve required compliance standards or
benchmarks
·
Knowledge and understanding of emerging industry trends in
Customer Experience
·
Should possess the sound organizational and planning skills with a
solid an attention to detail.
·
Problem solving skills
·
Innovativeness and root cause analysis
·
Knowledge on internal bank policies, strategies, processes and
procedures to consistently achieve required Compliance Standards or benchmarks
·
Planning and organizing skills for effective planning and
execution of tasks and projects within timeframes and budget.
·
Excellent written and oral communication skills
·
Quality orientation to ensure consistency in adhering and uphold
performance standards for SLAs and quality of documentation.
·
Self-empowerment to enable development of open communication,
teamwork and trust that are needed to support performance and customer-service
oriented culture.
Qualifications
·
University degree Upper 2nd Class Honors or 3.0 GPA
·
At least 5 years’ progressive working experience in a Customer
Service environment, preferably in a Service supervisory role
·
Proficient in use of relevant MS Office applications and
statistical packages.
·
Certification in quality Assurance an added advantage
·
Lean Six Sigma an added advantage
How to Apply
