Service Quality Assurance Analyst at I&M Bank

Job Summary

The role holder will be responsible for systematic monitoring and measurement of the customer experience at different customer touch points with the end objective of identifying any service gaps and following through for implementation of corrective actions.

Responsibilities

• Conducting continuous end to end systematic service quality checks aimed at identifying service gaps that negatively impact on the overall customer experience.
• Continuously collecting feedback regarding the customer experience from external as well as internal customers through Voice of the Customer, Pulse & Voice of the people surveys.
• Documentation, maintaining, monitoring measurement, and reviewing of SLA (Service Level Agreement) performance with an objective to improve customer experience.
• Custodianship of the I&M Bank Customer service standards: - Updating, measurement, and ensuring compliance.
• Performance Measurement of the Service Key Performance Indicators (KPI’S) for branches and Head office
• Continuous competitor benchmarking to ensure that we keep abreast with the Industry Standards
• Providing training, coaching, feedback, and assistance on the Service Experience

Qualification And Competency Requirements

• Business-related degree holder from a recognized University
• Proficient in use of relevant MS Office packages and statistical packages
• Banking qualifications desirable
• Customer service qualifications
• Quality Assurance Certification will be an added advantage
• At least 4 years’ experience in a Bank with a clear understanding of the processes within the various functions in the bank.
• Excellent problem solving and analytical skills.
• Excellent report writing skills
• Ability to work independently, self-directed and solutions-oriented
• Should possess sound organizational and planning skills with solid attention to detail.
• Excellent interpersonal skills.
• Knowledge and effective application of all relevant banking policies, processes, procedures, and guidance 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 and oral communication skills.
• Quality orientation to ensure consistency in adhering to and uphold performance standards for SLAs and quality of documentation.
• Self-empowerment to enable the development of open communication, teamwork, and trust that are needed to support performance and customer-service oriented culture.
• Customer focus to amaze customers at every turn by exceeding their expectations both in terms of performance and product excellence.