Vacancies at Asante Financial Services Group

Job Objective

The Customer Engagement and Collections Quality Assurance Analyst role will be an integral part of the Customer Engagement and Collections team and will report to the head of Customer Engagement and Collections. They are responsible for call monitoring and providing actionable insights. Through monitoring, a QA analyst gathers information to improve agent performance in the contact Centre through relevant evaluation forms to capture insights from the CEC agents’ interactions with ASANTE clients. They are also responsible together with the department’s senior executives, to communicate the findings, resolution, recommendations, and way forward for the continuous improvement of the department. They are also responsible for the assurance of all the set CEC objectives and communications plan, SLA, Escalation Matrixes executed implemented for each product.

Functional responsibilities

• Develop evaluation programs that maximizes the output and productivity of the contact centre. It should provide root-causes of problems, possible solutions and provide actionable insights for performance improvements.
• Monitor the trends within their company but also what is trending across the industry
• Capturing ‘voice of customer’ analytics that provides critical business insights. Insights to empower the business teams to make strategic and well-informed decisions and improve consumer experience.
• Call monitoring and providing actionable insights to improve agent performance in the contact centre.
• Creation of evaluation forms and process that capture insights from the call centre agent client interactions for both inbound and outbound interactions.
• Create Daily, weekly, and monthly individual agent and departmental collective reports for the different CEC department’s metrics and audited processes, reports, documents and systems.
• Assist audit the documents, workbooks, reports, and systems for each product for alignment towards the intended set objectives and/or deviation from the set objectives.
• Provide continuous agent training to ensure quality and professional client interactions are met by all agents for both inbound and outbound calls and messages on every communication platform.
• Identify and monitor compliance opportunities and adherence to set compliance protocols to reduce business vulnerabilities.
• Continuously optimizing the existing process leading to improved efficiency as well as reduced costs.

Skills Experience & Education

• Bachelor's degree in business or IT/related field
• Excellent computer skills in Microsoft Office (Excel and Word)
• Fluent spoken and written English and Kiswahili
• 2 year + working experience call or collections call centre as a quality assurance analyst or quantitative and qualitative data analysis
• Experience with CRM.
• Motivated and able to self-manage and work independently

Key Performance Indicators

• Ensure agent adherence to calling script and message scripts 90% of the time for each agent
• Average Handling Time of 3 minutes per agent 90% for all an agent’s interactions
• First call response time 1 minute per agent 90% for all an agent’s interactions
• First Contact Resolution for 80% of all an agent’s interactions
• Average customer interactions at 200 call/interactions per agent
• CSAT score at 90% of all an agent’s interactions
• NPS score of 90% for the department
• Cost per successful defaulted client conversion

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Purpose of the Job

This position is based in Nairobi. The holder of this job will be responsible for helping Asante Financial Services Group to maintain a robust and efficient operations environment for sustainable business growth. Reporting to the Senior Operations Analyst, the Operations Analyst will ensure First Time Right (FTR) delivery of new products. This person will be responsible for processes and procedures in place to ensure that business rules are properly configured for all products. The senior operations analyst role requires a person with strong computer skills, attention to detail, and the ability to work in a dynamic team environment.

Key Deliverables

• First Time Right implementation of new products.
• Review of new products and offer inputs on their viability
• Work with IT/Engineering teams and other ecosystem partners to ensure 99.99% service uptime
• Customer support for customer operational issues ensuring timely resolution within agreed SLAs for customer satisfaction and retention
• Monitor revenues and margins to minimize any leakages/losses in a proactive manner
• Review of company operational policies, processes, and procedures and offer inputs for business improvements
• Identify system improvement areas and work with the Head of Operations and Head of Technology to enact changes
• Help in developing new processes and procedures to enhance business operations
• Work with the data science team to ensure Operations’ inputs are incorporated in credit decisions
• Work with the Customer Management team and external collection partners to ensure defaults are maintained at acceptable levels
• First level daily reconciliations to ensure that any differences are close looped with the respective issue owner
• Support in investigations of fraud incidents
• Maintain operational logs and incident reports, to assist in future learnings
• Preparing operations reports

Decision making

• Prime: Final Decision-Making Authority-accountable to the Management
• Shared: Decisions reached jointly with peers on a collective basis
• Contributory: Makes contributions to a decision or policy judgment reached by

others

• Operations processes and procedures
• New product design and product changes
• Cross-Functional Team SOPs
• Inputs to data science models

Key competencies

• Diligent, honest, self-motivated and self-driven person
• The result-oriented person with an entrepreneurial mindset
• Attention to detail.
• Strong multitasking and time management skills.
• Excellent communication skills, both verbal and written

Educational Level

• Minimum of bachelor’s degree in IT/Engineering from an accredited university

Working Experience

• 3+ years relevant experience as a senior operations analyst or in a similar position
• Knowledge of SQL scripting, Databases, Advanced Microsoft Excel
• Working knowledge of Tableau
• Knowledge of MIFOS X or similar Core Banking Systems
• Project management skills will be an added advantage