Officer, Quality Assurance, Reporting and Insights at Stanbic Bank

Key Responsibilities:

Client;

• Perform quality assurance checks on an agreed sample size of customer interactions (Calls & emails) logged to monitor whether the quality of the service provided is in line with the agreed minimum standards.
• Perform call audits per Banker and conducts root cause analysis in line with set targets.
• Conduct coaching sessions with Bankers for scores below 100% on call and email quality as well as where adverse trends and gaps are identified.
• Execute on special projects in Voice Branch in collaboration with relevant teams.
• Ensure that daily statistics are captured accordingly and reported to line on time.
• Identify the source of the problem and recommends changes to improve client service.
• Implement quality assurance measures aligned to client expectations. Incorporate the relevant aspects into checklists to prevent reoccurrence as identified through audits of interactions.
• Review existing processes and identifies process improvement opportunities to develop improved processes for consideration.
• Develop proposed processes for new Voice Branch initiatives in alignment with business and client requirements i.e. to improve efficiency, reduce cost, improve quality and a superior, consistent, and optimum level of service

Data extraction and Reporting;

• Interface with multiple business users across the organization to gather and understand analytics /reporting requirements
• Translates data in a way that meets functional area specifications.
• Understands the data, systems and architecture of front-end applications and back-end data.
• Performs data validation to ensure that data is correct and meets functional area data specifications.
• Ensures the timeous delivery of accurate data extraction.
• Manages the consolidation of all relevant measurement (business, process and performance), MIS and standardised reporting for functional area - Daily, weekly and monthly reporting on trends, volumes and other MIS.
• Provide continues improvement reporting and analytics
• Generate both periodic and ad hoc reports as needed
• Analyse business information to identify process improvements for increasing business efficiency and effectiveness.
• Update and maintain agent database
• Identify and drive the translation of Adhoc reports to automatic dashboards
• Provides trend analytics pro-actively, and on stakeholder request.