Customer Experience Mi / Quality Assurance Team Leader at Co-operative Bank of Kenya

Are you looking for an employer who promotes individual excellence and mutual respect in a team-driven culture with a key focus on social empowerment? The Co-operative Bank of Kenya, “The Kingdom Bank” is the place for those looking to new horizons. 

As an integral part within Customer Experience the role holder will ensure Service Quality checks, Customer Experience controls assurance and validation. The role holder will provide line management and stakeholders with an independent evaluation and first line defense assurance. 

Reporting to the Head Customer Experience the role holder will be expected to conduct periodic sampling and issue reports on Service Quality and ensure coaching and satisfactory closure for any issues identified during reviews in order to achieve enhanced Customer Experiences and an improved controlled environment.

As part of this process the role holder will undertake checks and report directly to the Head of Customer Experience. The checks would cover the end to end process themes, deep dives, including the assessment of control environments within the department on complaints management, service quality call checks, reviews across service touch points and any other areas as guided by Head Customer Experience. Additionally, he/she will ensure preparation of timely and accurate Customer Experience MI reports that will reflect performance across various service touch points and support business decision making.

The Role

The successful jobholder will be expected to:

• Support in preparation of Monthly, Quarterly and Executive Summary reports for Customer Experience Department and ensure timely and accurate performance dashboards and Customer Experience Reports to business and stakeholders as required.
• Ensure delivery of comprehensive controls covering Complaints Management, Service Quality and all the key business requirements within Customer Experience and ensuring that any gaps in the review process are identified and escalated based on sampling.
• Carry out reviews consistently to produce a high standard of documentation i.e. evidence on Service Quality checks and in the agreed timelines with the business stakeholders.
• Spearhead Service Quality checks on Complaints Management across the business, Customer Experience Regional Partners , Service Quality Analysts, Complaints Handling Agents , Branches and other touch points as required, identify thematic controls within the business and recommend suitable solutions.
• Be the key liaison and contact person for Customer Experience on Audit, Risk and Compliance reviews and ensure tracking, monitoring and closure of control assurance findings arising from planned/adhoc reviews.
• Conduct random call & complaint case assessments and rate the Customer Solutions / Complaints handling analysts against predefined standards checklist, advice Team leaders and staff of findings and determine ways to ensure issues raised are fixed.
• Conduct training on soft skills and effective complaints management for new and current staff within the Team.

Qualifications, Skills & Attributes

The successful jobholder will be required to possess the following qualifications: -

• A Bachelor’s Degree in a business related field from a recognized university.
• Minimum 3 years customer service experience in banking or financial service doing quality assurance and MI reporting.
• Excellent analytical skills to enable resolution of unstructured and complex problems.
• Good knowledge of features and benefits of all products and services within the bank coupled with understanding of the various systems in use at the bank 
• Self-motivation, independent, cooperative, flexible, and creative with an ability to work effectively with all levels of management in a deadline-oriented environment.
• An instinctive inclination & orientation towards service.