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  • Posted: Aug 10, 2022
    Deadline: Aug 14, 2022
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    The new NCBA has harnessed the power of both NIC and CBA to create a bank that brings together the best of both worlds from cutting edge mobile banking to good old-fashioned relationship management; from scalable business banking to financial services that grow as your business does; from best-in-class choice of products to investment solutions tailored to your specific needs.
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    Customer Success Analyst

    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.

    Method of Application

    Interested and qualified? Go to NCBA Group on ke.ncbagroup.com to apply

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