Summary: Contact Centre Team Lead & Quality Assurance Analyst position at I&M Bank, Nairobi, focusing on call quality monitoring, agent coaching, and customer service compliance. Requires a business degree and 3–5 years of contact center QA and leadership experience. Full-time role.
Job Purpose:
- The Contact Centre Team Lead & Quality Assurance Analyst is
responsible for supervising, guiding, training, coaching, and mentoring
Contact Centre Representatives (both as a team and individually) in their
customer engagement efforts.
- In addition, the role involves monitoring and assessing all
interactions at the Contact Centre i.e., Voice Calls, E-mails, Social
Media, and Complaints raised with an aim of proactively measuring the
Service Experience, Level of Compliance, identifying improvement areas,
recommending and implementing corrective measures to promote Best-in-Class
service.
Key Responsibilities:
Customer
Management:
- Manage the quality of service delivered by Contact Centre
representatives.
- Take up and follow through on escalated Customer feedback to ensure
timely responsiveness and ultimate win/win resolution as per agreed TATs
(turnaround times).
- Consult effectively with internal and external stakeholders on
customer queries/complaints/requests, emerging issues, and friction points
with focus on win-win outcomes.
- Develop creative ways to harness the voice of the customer across
all touch points, analyze the feedback collected, recommend causes of
action for improvement and liaise with relevant stakeholders to address
emerging issues/friction points.
Internal
Process Management:
- Continuous review of the Contact Centre process manual to ensure
compliance with the bank’s changes in Product Offering, Services,
Processes and Best in Class service standards
- Develop Scripts and (Voice, Email and Social Media) for Contact
Centre Team for Best-in-class customer experience.
- Champion Contact Centre processes re-engineering to improve process
efficiency.
People
Management:
Team
Leadership:
- Supervise, coach, and develop Contact Centre team effectively to
deliver the highest standards of service delivery and maximize
individual/team output.
- Active Floor management to ensure incoming workload is handled
within SLA without any backlog.
Strategy
Implementation:
Execute
Contact Centre strategy in alignment with the bank’s Customer Experience
objectives and aspiration.
Quality
Assurance Monitoring and Evaluation:
- Formulation and continuous review of Quality Assurance templates to
be used in assessing customer interactions and make regular iterations
according to the departmental needs.
- Real Time and Post Interaction Monitoring and Evaluation of Voice,
Email, Social Media Engagements and Complaints raised to assess quality of
interactions to ensure Bank policies and procedures adherence, including
compliance to Contact Centre policies and processes and Best in Class
Service Standards.
Feedback
and Coaching:
- Provide real-time feedback to Contact Centre representatives on
their interactions with customers highlighting strengths and areas of
improvement.
- Continuous One-on-One coaching with Contact Centre representatives
to address improvement areas based on the individual Quality Assurance
findings with key focus on improving the quality of interactions.
- Highlight best practice from the various representatives and share
with the rest of the team in a bid to drive a culture of continuous
improvement.
Training
and Development:
- Ensure induction, training and development of Contact Centre team
(New Joiners and Existing Staff).
- Give recommendations on training and developmental areas, Process
Improvements and Product Refresher needs based on gaps identified from
Quality Assurance evaluations, Customer Feedback and Customer Satisfaction
surveys.
- Take leadership and coordinate corrective training for identified
product, process and service gaps.
Workforce
Planning and Resource Allocation:
- Schedule shifts, optimal resource management and track leave
schedule, attendance, absenteeism rate.
- Manage the workload of the team by allocating resources
appropriately to optimize service provision.
Culture:
- Enhance morale and encourage a positive atmosphere and attitude.
- Motivate the Contact Centre Back-Office Representatives to ensure
the existence of enthusiasm on the job, high energy and motivation
environment for optimal performance.
Stakeholder
Management:
Establish
and leverage relationships with key stakeholders ensure effective and firm 24/7
support.
Industry
Benchmarking:
Monitoring
Industry Trends to ensure that our Contact Centre practices, scripts and
processes are relevant and aligned with current Best-in-class industry
practices.
Reporting
and Analysis:
- Prepare and submit Periodic and Adhoc Reports in a timely manner
meeting all deadlines.
- Analyze reports and establish meaningful trends on engagements
drivers, emerging pain points and impact on customer experience.
- Trend Monitoring and reporting of common and repetitive gaps to the
Contact Centre manager for further actioning.
Risk
and Compliance:
- Ensure all customer interactions comply with the Regulatory and
Bank’s Standards, Policies, and procedures.
- Identify any risks in interactions and recommend controls or
mitigation strategies to minimize the risk.
Customer
Satisfaction Measurement:
- Administer Customer Satisfaction Measurement Surveys through Post
Interaction SMS, Call Backs, Post Interaction survey on Social Media.
- Gauge level of customer satisfaction as per the quality assessment
and customer feedback on the various quality assessment interactions and
take corrective actions on unmet customer expectations.
- Conduct service recovery to convert detractors to promoters.
Process
Improvement:
- Monitoring industry trends on Best Customer Experience standards and
Quality Assurance practices to ensure our evaluation templates and key
metrics remain relevant and are current and aligned to customer’s needs.
- Identify opportunities for Product, Process and Service improvement
based on quality assessment and customer feedback.
Key Performance Measures:
- Dropped Call Rate.
- 100% SLA Adherence on Email and Social Media.
- Quality Assurance Score.
- Customer Satisfaction Score.
- Mystery Shopping Score.
- Service Level Score.
- Customer Effort.
- Net Promoter Score.
- Favorable Audit Rating.
- Nil Quality Assurance Repeat Findings.
Work Experience:
- 2 to 5 Years experience at a Contact Centre within a financial
institution preferably a bank. Familiarity with quality assurance
functions is an added advantage.
Academic Qualifications:
- Business related degree holder from a recognized University (Min –
2nd class upper or equivalent).
Professional
Qualifications:
- Contact Centre qualifications desirable.
Skills and Competencies:
- Customer centric.
- Out of the box thinking.
- Team Leadership skills.
- Stakeholder Management Skills.
- Strategic Thinking and execution.
- Emotional Intelligence.
- Risk Intelligence.
- Ability to manage change.
- People Management skills.
- Results and solution orientated.
- Excellent verbal and written communication skills, including rapport
building.
- Problem solving and decision-making skills.
- Agile mindset.
- Project Management Skills.
- Data Analytics Skills.
- Good understanding of technology with a view to creating solutions.
How to Apply
