Are you passionate about delivering excellence and ensuring high standards in systems and processes? Family Bank is looking for a dedicated and detail-oriented Quality Assurance Analyst to join our dynamic team and help drive continuous improvement in the quality of our products and services
Report to: Head
Customer Experience Job Purpose:
The Quality Assurance Analyst is responsible for monitoring and
evaluating customer interactions (calls (Inbound and outbound), emails, and
social media) to ensure adherence to quality standards, company policies, and
regulatory guidelines.
Responsibilities
- Conduct
regular monitoring of customer interactions across various channels
(voice, email, and social media) using defined quality frameworks and
scoring methodologies.
- Evaluate
agent performance based on criteria such as adherence to scripts, product
knowledge, communication skills, problem-solving abilities, empathy, and
adherence to compliance regulations.
- Provide
objective and constructive feedback on agent performance, highlighting
strengths and areas requiring development.
- Participate
in calibration sessions with other Quality Analysts and team leaders to
ensure consistency in scoring and feedback.
- Collaborate
with team leaders and trainers to deliver targeted feedback, training and
coaching sessions to agents based on quality evaluations.
- Analyze
data to identify areas for process improvement, training needs, and
customer experience enhancements.
- Actively
participate in the review and refinement of quality assurance guidelines
and processes.
- Ensure
all monitored interactions comply with internal policies, industry
regulations, and legal requirements.
- Any
other duties as assigned by Customer Experience Manager & Head of
Customer Experience.
The Person:
The ideal candidate must possess the following:
Qualifications
- Holder
of a Bachelor’s degree in Business, marketing, public relations or a
related field.
- Two
years of experience in a high-volume customer service environment.
Experience in a Contact center environment will be an added advantage.
- Sound
knowledge of the bank’s products and services.
- Competency
in using various contact center software, quality monitoring tools, CRM
systems, and data analysis tools (e.g., advanced Excel, basic reporting
dashboards)
Key Competencies and
Attributes
- Demonstrated
professionalism, objectivity, flexibility, personal discipline, maturity
and good work ethics.
- Exceptional
listening, analytical and negotiation skills.
- Knowledge
of relevant products and services.
- Self-empowerment
to enable development of open communication, teamwork and trust that are
needed to support performance and customer-service oriented culture.
- Honest
and possess high level of integrity and professionalism in handling
client’s confidential information.
- The
ability to articulate complex observations clearly, concisely, and
constructively, both verbally and in writing.
- Strong
interpersonal skills including the ability to provide constructive
feedback and coaching in a manner that results in performance improvement.
- Detail
and goal-oriented person.
- Team
player with good leadership skills and the ability to motivate and develop
teams.
- Excellent
organizational and leadership skills to effectively prioritize work
schedules and manage operational risk.
- A
deep understanding of customer needs, expectations, and the impact of
agent interactions on the overall customer journey.
How to Apply
ALL applicants MUST apply online to email: recruitment@familybank.co.ke; closing date is 16th
July 2025. Canvassing will automatically disqualify the
candidate. Only shortlisted candidates will be contacted.
