Quality Analyst, Customer Experience at Commercial Bank of Africa Ltd (CBA)

JOB PURPOSE STATEMENT

Responsible for determining if the customer experience services provided by CBA are meeting set quality standards. Assessing quality of service delivery at all customer touch points and making recommendations that translate into superior customer experiences.

Close partnering with teams under Quality Assurance Program to positively influence performance that ensures achievement of CBA Customer Experience KPIs.

KEY RESPONSIBILITIES

• QAP Quality Assurance Partnership Program: Establishing and maintaining constructive and cooperative working relationships with other departments and stakeholders to ensure all customer queries and requests are handled within laid down processes and SLA (30%)
• Customer Touch Point Quality Conducting Service Audits at all customer touch points so as to safeguard consistency in adherence to and effective application of established policies, processes, procedures and tools in achieving optimal efficiency (20%)
• Process Improvement Closure of feedback cycle through analysis of customer feedback and provision of recommendations based on gaps identified from internal processes to improve customer experiences (20%)
• Reporting Developing standardized testing methods and recommending process improvements based on data collected. Periodic preparation and analysis of Customer Experience reports and statistics in conjunction with relevant user departments to ensure implementation of corrective actions aimed at enhancing customer experience. Document quality reports, and effectively communicate the same ensuring uniformity in assessments and acceptability from users, escalating customer issues for further investigations (15%)
• Risk Management Assist in ensuring all reports and activities comply with bank requirements in terms of rules policies and directives that eliminate any audit finding pertaining to established policies, processes, and tools to achieve optimal efficiency, compliance and cost containment. Minimization of exposures to and impact of risks associated with service provision in line with Bank policies, CBK, BOT and BOU, BOR regulatory guidelines, Consumer protection act (Kenya) and any other consumer guidelines as guided by country of operations (15%)

COMPETENCE REQUIREMENTS

• Ability to work independently, self-directed and solutions-oriented and should be able to carry him or herself.
• Excellent interpersonal skills to effectively communicate with and manage customer expectations (internal and external), and other stakeholders who impact performance
• Knowledge and effective application of all relevant banking strategies, policies, processes, procedures, guidelines and project management methodology and to consistently achieve required compliance standards or benchmarks
• Knowledge and understanding of emerging industry trends in Customer Experience
• Should possess the sound organizational and planning skills with a solid an attention to detail.
• Problem solving skills
• Innovativeness and root cause analysis
• Knowledge on internal bank policies, strategies, processes and procedures to consistently achieve required Compliance Standards or benchmarks
• Planning and organizing skills for effective planning and execution of tasks and projects within timeframes and budget.
• Excellent written and oral communication skills
• Quality orientation to ensure consistency in adhering and uphold performance standards for SLAs and quality of documentation.
• Self-empowerment to enable development of open communication, teamwork and trust that are needed to support performance and customer-service oriented culture.

QUALIFICATIONS AND EXPERIENCE REQUIREMENTS

• University degree Upper 2nd Class Honors or 3.0 GPA
• At least 5 years’ progressive working experience in a Customer Service environment, preferably in a Service supervisory role
• Proficient in use of relevant MS Office applications and statistical packages.
• Certification in quality Assurance an added advantage
• Lean Six Sigma an added advantage