Retail Quality Assurance & Reporting Analyst
Job Purpose:
The Role holder will be responsible for
assessing the quality of service delivery across all customer contact points
within contact centre as well as support the team leaders and managers in gap
identification and make recommendations to improve on customer experience.
Key responsibilities:
- Analyze/audit service incident
data, emails, voice recordings, and customer surveys to identify areas of
service delivery that did not meet pre-established performance standards.
- Provide structured and timely
recommendations; verbal and/or written feedback.
- Perform mock calls with new hires
post-training to determine readiness for moving into frontline live
environment.
- Develop and conduct targeted
group coaching sessions for agents that address Service Quality
deficiencies and/or improvement opportunities.
- Use customer service expertise to
assess existing practices and procedures for process improvement
opportunities.
- Use Contact Centre tools to
gather data and analyze trends or patterns affecting quality and
performance.
- Collaborates with fellow call
quality team members to identify and streamline processes and implement
process standards that enhance service delivery and the customer
experience.
- Manage scheduling and load
balancing for Contact Centre.
- Provide afterhours/holiday
support when needed to modify call flows or message announcements.
- Provide training on report and
dashboard development to team members and management as needed.
Knowledge, experience
and qualifications required:
- Degree from a recognized
university.
- 2-3 years total working
experience in customer service within Britam environment.
- Excellent Knowledge of Britam
products and services.
- Excellent oral, written and
interpersonal communication skills.
- Strong knowledge of customer care
processes and techniques.
- Must have good analytical skills
as well as decision making abilities.
- Good organizational and planning
skills.
Technical/ Functional
competencies:
- Knowledge of insurance regulatory
requirements.
- Knowledge of insurance products.
- Sales and marketing management
skills.