CX Analyst, Contact Center at NCBA Group

Job Purpose Statement

• Responsible for daily extraction and analysis of data and compilation of various reports for the Contact Centre. Supporting in monitoring of KPI and metric compliance by the Contact Centre and alerting the CX partner on areas of coaching intervention and training. Performing administrative duties and any other activities as assigned by the CX partner.

Key Accountabilities (Duties and Responsibilities)

Financial 10%    

Risk Management: 

• Ensuring all reports and monitoring activities comply with bank requirements in terms of rules policies, procedures and directives that eliminate any audit findings to achieve optimal efficiency, compliance and cost containment. 
• Minimization of exposures and impact of risks associated with service provision in line with Bank policies, regulatory guidelines, and Consumer protection act (Kenya) and any other consumer guidelines as guided by country of operations.
• Escalation of any detected incidences of lax adherence to procedures by Contact Centre stakeholders, to prevent further exposures to risk and loss impact.  

Internal business processes 45%    

• Data Extraction and collection
• Accurate spooling and compilation of daily and weekly data as required for report preparation and customer engagement from calls, emails, social media and SMSs.
• Surveys Sending out surveys to customers on a daily basis as per the stipulated time and parameters.
• Reporting: Assist in preparation of contact centre performance, quality and feedback reports and compilation of any other adhoc reports required by the Contact Centre.
• Analysis
• Track and analyse daily performance, statistics, repeat caller reasons and relating incidences for deductive purposes.
• Daily and weekly analysis of customer feedback (positive and negative) shared via surveys through call, email and chat platforms for reporting purposes and to outline recommendation and coaching needs.
• SLA Adherence 
• Ensuring that data extraction and analysis reports are ready in a timely manner, to ensure required reports are disseminated within the stipulated internal SLAs.
• Process Improvement
• Identifying process gaps within the contact centre and from customer pain points highlighted from shared feedback for improvement.

Customer 30%    

• Customer Touch Point Quality Regulation
• Assisting in quality evaluations and dissemination of feedback of all contact centre customer interaction points so as to safeguard consistency in service offered across the teams and adherence to established policies, processes, procedures and tools in achieving optimal efficiency
• Quality Assurance Coaching Program: 
• Identifying areas of coaching and recommending calibration programmes from evaluation exercises to ensure that service offered is consistent and aligned to set standards 

Learning and growth 15%    

• Stakeholder empowerment
• Participating in training of agents and other initiatives undertaken to close knowledge gaps of Contact Centre stakeholders.

Job Specifications

Academic:

• University degree Upper 2nd Class Honors or 3.0 GPA

Professional:

• Proficient in use of relevant MS Office applications, especially Excel and Power point.
• Conversant with CRM.

Desired work experience:

• At least 3 years’ working experience in banking, preferably at a Contact Centre