Contact Centre Team Lead & Quality Assurance Analyst at I&M Bank

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.

Roles & Responsibilities

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.