Customer Success Analyst at NCBA Group

Job Purpose Statement

The Quality Analyst role ensures adherence to Quality Service Standards at the Contact Centre. It is a systems, people and processes quality assurance role responsible for the success of both internal and external customers. The resource is expected to ensure exceptional quality of service delivery at the Contact Centre and support functions within NCBA.

Ideal Job Specifications

Academic:

• University Degree – Upper second or equivalent.
• Certification in Quality Assurance is an added advantage.
• Lean Six Sigma is an added advantage.

Professional:

• Good understanding of the principles and techniques of customer service management and Quality Assurance as well as the ability to apply them.
• Excellent understanding of the Bank’s Strategy to deliver exceptional service and ability to interpret this.
• Proficiency in MS Applications and statistical packages.

Desired work experience:

• At least 4 years’ work experience in Customer Service Management in a financial services environment with exposure to Quality Assurance/Service Excellence/Business Process Management.