CX Analyst, Contact Centre at NCBA Group

Responsible for daily extraction and analysis of data and compilation of various reports for the Contact Centre. Supporting in the monitoring of KPI and metric compliance by the Contact Centre and alerting the CX partner on areas of coaching intervention and training.

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.
• Personal Growth
  • Manage learning and development against personal development plan.
  • Proactive learning and review of relevant available courses and material, to keep up with customer experience trends and solutions

Ideal 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

Technical Competencies

• Knowledge and effective application of all relevant banking strategies, policies, processes, procedures, guidelines.
• Good knowledge of bank products, services, channels and a good understanding of issue management resolution.
• Interest and understanding of emerging industry trends in
• Customer Experience Creative problem solving skills and a solid attention to detail.
• 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 , oral communication and presentation skills.

Behavioural Competencies

• Ability to work independently, self-directed and solutions-oriented
• Energetic and engaging with passion directed at influencing great delivery of service
• Excellent interpersonal skills to effectively communicate with and manage customer expectations (internal and external), and other stakeholders who impact performance
• 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, trust and teamwork that are needed to support performance in the department and customer-service oriented culture.
• Open minded with a positive outlook and should a willingness to assist stakeholders.