Team Leader Service Quality

KEY PERFORMANCE INDICATORS

• Complete daily/weekly/monthly assessment as per allocated service quality evaluations, meeting deadlines at average 95% of the time.
• Prepare team SWOTS on performance each month to highlight performance gaps and opportunities to assist team managers in coaching process.
• Attend and drive individual team reviews every month highlighting gaps in quality performance for improvement.
• Participate in process and procedure service quality audits by product and process owners.
• Carry out independent and fair assessment of customer interactions according to the quality guidelines attaining <10% re-evaluation score.
• Prepare monthly performance reports on VoC, Quality Assurance and KPI achievement.
• Fill in a weekly progress report on pass/fail rate of evaluated products and services including key highlights on issues affecting service delivery.
• Reduce recurring customer complaints.
• Number of Customer Experience non-compliance (to procedures) issues as per Audit & Compliance Reports
• Customer satisfaction as measured by Account Utilization, Customer retention and account dormancy rate.
• Reduction in SLA breaches

KEY RESPONSIBILITIES

• Operationalize a service quality assurance framework to guide on baseline standards to be adhered to across all touchpoints & channels.
• Co-create and research, synthesize feedback from multiple areas to discover customer insights and optimize current and new experiences.
• Analyze/audit service incident data, emails, voice recordings, service requests, processes and customer surveys feedback to identify areas of service delivery that did not meet pre-established performance standards within the bank.
• Provide structured and timely recommendations; verbal and/or written feedback to Management, Team Leaders, Analysts and Customer Experience Executives.
• Perform mock interactions with new contact centre & customer service hires post-training to determine readiness for moving into frontline live environment.
• Develop and conduct targeted group coaching sessions for frontline and back-office staff, that address Service Quality deficiencies and/or improvement opportunities.
• Use customer service expertise to assess existing practices and procedures for process improvement opportunities within the bank.
• Use reporting tools to gather data and analyse trends or patterns affecting quality.
• Collaborate with stakeholders to identify and streamline processes and implement process standards that enhance service delivery.
• Maintain the customer experience key performance indicators dashboard and track results and action points.
• Implement strategy to effectively manage all customer complaints and escalations ensuring centralized complaints recording via CRM and ICT support systems, tracking, monitoring and best in class complaints handling and learning.
• Monitor internal and external customer satisfaction and feedback through surveys and other feedback devices.
• Liase with stakeholders to prepare and circulate CX reports as well as review bank reports relating to CX like risk trackers, audit reports and institute corrective measures as need be.
• Develop strong relationships across the organization that foster cultural transformation, collaboration, and best practice sharing.
• Any other duties as shall be assigned from time to time

STAFF SUPERVISION RESPONSIBILITIES

None

• Undergraduate degree from a recognized university

Professional Qualifications

• Certification or training in service quality and customer services is an added advantage

Knowledge and Skills

• Excellent knowledge of customer service operations, policies, processes and procedures.
• Excellent written and verbal communication skills coupled with good listening and reasoning skills.
• Excellent Coaching skills
• Creative thinking, to be able to come up with new ideas to improve customer service standards.
• Must have good data modelling, analytical & report writing skills.
• Knowledge of Insurance and Banking basic operations.
• Knowledge of banking laws and regulations
• Meet strict deadlines

EXPERIENCE

• 3 years total work experience in customer experience within a financial institution
• 2 years in the Banking sector
• Experience in a Contact Centre Environment

COMPETENCIES REQUIRED

• Demonstrated leadership abilities.
• Good interpersonal and communication skills
• Confidence, patience, politeness, tact and diplomacy, when dealing with difficult situations.
• A commitment to improve your own customer service skills is an ongoing basis.
• Knowledge of Data Collection and Analytics Tools