Senior Quality Assurance and Reporting Officer at Britam

Job Purpose:

• The Role holder will be responsible for assessing the quality of service delivery across all customer contact points within contact centre as well as support the team leaders and managers in gap identification and make recommendations to improve on customer experience. 

Key responsibilities:

• Analyze/audit service incident data, emails, voice recordings, and customer surveys to identify areas of service delivery that did not meet pre-established performance standards.
• Provide structured and timely recommendations; verbal and/or written feedback. 
• Perform mock calls with new hires post-training to determine readiness for moving into frontline live environment.
• Develop and conduct targeted group coaching sessions for agents that address Service Quality deficiencies and/or improvement opportunities.
• Use customer service expertise to assess existing practices and procedures for process improvement opportunities.
• Use Contact Centre tools to gather data and analyze trends or patterns affecting quality and performance.
• Collaborates with fellow call quality team members to identify and streamline processes and implement process standards that enhance service delivery and the customer experience.
• Manage scheduling and load balancing for Contact Centre.
• Provide afterhours/holiday support when needed to modify call flows or message announcements.
• Provide training on report and dashboard development to team members and management as needed.
• Delegated Authority:  As per the approved Delegated Authority Matrix.

Key Performance Measures:

• As described in your Personal Score Card.

Knowledge, experience and qualifications required

• A degree in Actuarial Science or Statistics from a recognized university.
• 2-3 years total working experience in a customer service environment.
• Excellent Knowledge of Britam products and services.
• Excellent oral, written and interpersonal communication skills.
• Strong knowledge of customer care processes and techniques.
• Must have good analytical skills as well as decision making abilities.
• Good organizational and planning skills.

Technical/ Functional competencies:

• Knowledge of insurance regulatory requirements.
• Knowledge of insurance products.
• Sales and marketing management skills.

Leadership category responsibility framework (Core Competencies):
Emerging Leaders in Britam need to:

• Plan, direct and apply efficiencies and resources in order to optimize output and profitability against time, cost and team targets.
• Effectively communicate strategic and operational departmental goals and objectives to peers and others in order to ensure proper implementation.
• Ensure that department priorities are adhered to and effectively communicated.
• Ensure competent and effective people resources through appropriate coaching, development and people supervision as appropriate.
• Embody a high performance, proactive culture.
• Effectively ensure the adherence to key performance areas, deadlines and goals in order to optimize operational effectiveness.
• Effectively communicate resource needs, possible opportunities and achievements to management in order to aid them in their decision-making.
• Effectively set and monitor priorities and objectives for more junior staff.
• Understand and communicate objectives in relation to the larger organizational impact.
• Effectively disseminate knowledge within the correct context, towards subordinates as well as management.
• Appropriately model the company values while setting the pace and energy for delivering.
• Effectively manage and communicate change within the department in order to increase staff and process effectiveness.
• Provide access to accurate and consistent information and services across all channels.
• Ensure a seamless experience for clients.
• Improve service delivery for clients.
• Engage in continuous brand building to become the trusted partners to clients.