Senior Officer, Quality Assurance

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%

• Develop standardised Quality assessment framework to measure service quality across all customer touch points and within all units within the contact centre.
• Recommend process improvements based on strategic data insights from VOC activities.
• Ensure timely reporting of all productivity and quality reports as per agreed timelines. 
• Preparation of all contact centre MIS and service audit reports 
• Prepare weekly, monthly and ad hoc Contact centre KPI reports and engage stakeholders in coaching and cascade sessions. 
• Prepare weekly report on key customer issues for prioritisation and escalation to key stakeholders. 
• Use quality monitoring data management to compile and track performance at team and at individual levels.
• Generate strategic insights from Quality analysis reporting to drive continuous service improvement. 
• Analyse VOC reports and come up with action plans for closing the gaps identified.
• Quality monitoring activities, including regularly screening of incoming and outgoing customer calls, reviewing written responses from email and omni channel tool, and quality control testing to ensure that customer activities are being handled professionally, knowledgeably, and in accordance with company policies and procedures. 
• Ensure all agents are adhering to set quality standards and productivity measures.
• Resolution of recurrent quality gaps and coach agents and implement systems to prevent recurrence. 
• Regularly report to management team on employee performance evaluations specific to observations conducted through quality monitoring and screening activities. 
• Evaluate results of QA trends and collaborate to develop action plans for process improvement.
• Learn new products, services and programs and work with the appropriate organizational leaders to customize and/or update Quality Management standards and forms as required.
• Provide feedback and coach officers with regards to their quality performance
• Report deviances Operating Procedures to Supervisors
• Works closely with management to achieve goals and performance standards 
• Conduct weekly calibration session with Contact Centre team members
• Ensure all team interaction sessions are documented, signed, tracked and filed.

Financial - 20%

• Contact Centre financial reporting by ensuring accurate reporting of leads from cross sell initiatives at the Contact Centre
• Identify opportunities to push the Bank’s products and services by customarily requesting inward customers for stretched business and referrals, to aid in the proceeding with business growth of the Bank.
• Quality assurance framework reporting to Identify cross sell opportunities from customer interactions for follow up and conversion.

Risk and Process - 25%

• Identify opportunities, ensure compliance to business processes and improvement of quality services to customers. 
• Minimize exposures to and impact of risks associated with service provision in line with bank and regulatory policies.
• Ensuring all reports and activities comply with bank requirements in terms of rules, policies and directives that eliminate any audit findings pertaining to established policies, processes and tools to achieve optimal efficiency, compliance and cost containment.
• Handle all other business support initiatives as advised by the Contact Centre Manager / HOD
• To ensure compliance of Customer Service Standards, Contact Centre Operations, all bank processes and procedures by self and team – including Prudential Guidelines, RCSA findings, Internal Audit recommendations; provide constant education and escalation as required. 
• Comply with respective KYC, KYP and KYT procedures and be always alert to unusual or possibly suspicious activity, and report to Line Manager
• Risk Mitigation - Identifies and investigates possible operational risks involving all interactions (phone, email, social media etc.).

Learning and Growth - 15%

• Design Customer Experience training modules based on need analysis.
• Manage personal learning and development against personal development plan.
• Identify and support CC coaching training needs. 
• Work with contact center manager to design and implement effective contact center onboarding and training programs. 
• Coordination of Team IDPs and Training needs assessment and tracking compliance for team for laid down training plans. 
• Coordinates with training staff on processes and procedural changes and developments as required.

KEY RELATIONSHIPS: 

Customers of this Position

• Internal Customers
• Contact centre officers / supervisors.
• Branches 
• All departments of the bank.

KEY SKILLS AND COMPETENCIES:

Knowledge: Skills and Experience required for this Role

•  Bachelor’s degree in any discipline with a minimum of second-class honors upper division or equivalent
• Minimum 4-5 years’ experience in a contact center environment 
• Proficient use of MS Office applications and advanced knowledge of MS Excel and statistical packages 
• Certification in Quality Assurance an additional advantage
• Quality Assurance experience additional advantage 
• Good Communication Skills (written and verbal) 
• Thorough understanding of contact center practices and procedures
• Knowledge of Industry standards
• Work Force planning experience is highly desirable.
• Strong ability to multitask in a fast-paced changing environment. 
• Customer service management processes and procedures. 
• Excellent analytical and written communication skills 
• Report writing and presentation skills. 
• Good understanding of QA with coaching skills and abilities 
• Excellent interpersonal skills 
• Ability to communicate confidently and effectively.

Competencies required for this Role.

• Leadership and Self-Management 
• Excellent problem solving and analytical skills.
• Contact center knowledge and effective application of all relevant banking processes, policies and procedures. 
• Planning and organizing skills for effective planning and execution of tasks and projects within timelines. 
• Coaching and training
• Ability to work independently, self-directed and solutions oriented. 
• Reporting and Attention to details Delivering Results and Meeting Customer Expectations 
• Excellent written and oral communication skills 
• Quality orientation Entrepreneurial and Commercial Thinking 
• Excellent interpersonal skills 
• Customer focused and customer centric. 
• Planning and Organizing Analytical Skills