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CIC Insurance Group Limited, commonly referred to as CIC Group, is an insurance and investment group that operates mainly in Kenya, Uganda, South Sudan and Malawi
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PURPOSE:
Reporting to the Software Engineering Manager, the position holder will design, develop, and deploy full-stack applications, including frontend web interfaces and backend microservices. They will collaborate with cross-functional teams to deliver robust software solutions while adhering to the best system architecture, cloud deployment, and process automation practices. The successful candidate will thrive in a fast-paced environment, staying current with the latest trends in full-stack development, cloud technologies, and agile delivery while fostering innovation and efficiency within the team.
PRIMARY RESPONSIBILITIES:
- Architect, design, and develop scalable and maintainable full-stack solutions.
- Implement responsive user interfaces using modern front-end frameworks like React, Angular, or Vue.js.
- Build robust back-end APIs and services using Node.js, Python, Java, or. NET.
- Collaborate with cross-functional teams to define and implement solutions, including designers, product managers, and other developers.
- Provide mentorship to junior engineers and lead code reviews to ensure code quality and best practices.
- Contribute to technical decision-making and the design of new features and products.
- Debug, troubleshoot, and resolve complex technical issues across the stack.
- Refactor code to improve reliability, security, and maintainability.
- Ensure the implementation of secure coding practices to protect applications from vulnerabilities.
- Stay up-to-date with emerging technologies and frameworks, proposing innovative solutions to improve development processes.
- Experiment with new tools and techniques to continuously improve the user experience and developer productivity.
- Create and maintain detailed technical documentation for software systems, including APIs and architectural designs.
- Ensure knowledge sharing within the team and contribute to the company’s technical repository.
Key Skills, Knowledge, Experience and Behavioural Competencies
Academic and Professional Requirements
- Education Master’s/Bachelor’s Degree Degree in Computer Science, Software Engineering, or a related field.
Experience Required:
Description Required years of experience
Qualifications, Skills and Competencies:
- Proven track record in full-stack development.
- Experience developing and deploying applications in cloud environments (AWS, Azure, or Google Cloud).
- Expertise in CI/CD pipelines and DevOps practices.
- Front-End: Proficiency in HTML, CSS, JavaScript, and frameworks like React, Angular, or Vue.js.
- Back-End: Strong skills in Node.js, Python, Ruby, Java, or. NET.
- Databases: Experience with relational databases (MySQL, PostgreSQL) and NoSQL databases (MongoDB, DynamoDB).
- Version Control: Proficient in Git and Git workflows.
- Testing: Experience with unit testing, integration testing, and tools like Jest, Mocha, or Cypress.
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PURPOSE:
Reporting to Software Engineering Manager, the position holder will be pivotal in driving our company-wide digitization agenda. He/she will be instrumental in developing and implementing intelligent automation solutions, workflow automation, and digital transformation initiatives. Your expertise will enable significant efficiency gains, cost savings, and process enhancements, elevating our digital capabilities across the organization. As a CIC Engineering team member, you will uphold high standards, embrace challenges, and consistently act with integrity while contributing to the company’s technical direction and long-term decision-making.
PRIMARY RESPONSIBILITIES:
- Write high-quality, maintainable, well-tested code that meets best practices and industry standards.
- Mentor junior engineers and provide technical leadership on automation projects.
- Design, develop, and deploy scalable full-stack solutions for automation and digitization projects.
- Implement and manage intelligent automation using UiPath for RPA.
- Develop and maintain portals using React, Java Spring Boot, and Python for scripting and automation tasks.
- Orchestrate complex workflows with tools such as a Temporal.
- Create low-code/no-code solutions using Corteza and Power Platform.
- Ensure seamless deployment and monitoring of applications on AWS and OpenShift.
- Apply Agile methodologies, including Kanban and Scrum, to manage project timelines and deliverables.
- Optimize and manage databases using MySQL and PostgreSQL.
- Continuously identify opportunities for process simplification and reengineering to improve efficiency and reduce costs.
- Coordinate and facilitate workshops with business stakeholders to understand and create end-to-end process flows.
Key Skills, Knowledge, Experience and Behavioural Competencies
Academic and Professional Requirements
- Education Master’s/Bachelor’s Degree Degree in computer science, engineering, or a related field.
Experience Required:
Description Required years of experience
Skills and Competencies:
- Proven track record in full-stack development with a robust background in front-end and back-end technologies.
- Proficiency in React, Java Spring Boot, and Python.
- Some experience with Robotic Process Automation (RPA) and low-code/no-code platforms like Corteza and Power Platform.
- Solid understanding of cloud platforms, particularly AWS, and containerization with OpenShift.
- Extensive experience building APIs and services, particularly in Java and Microservices architecture.
- Comfortable working with cloud-native platforms and systems that support global users at scale.
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PURPOSE:
Reporting to the Head of Digital, the position holder will be responsible for Digital Engineering. He/she will lead a team of talented engineers and work closely with other software engineering teams, business stakeholders, and program managers.
PRIMARY RESPONSIBILITIES:
- Recruit, hire, and develop high-performing software engineering teams.
- Mentor and coach team members to foster professional growth while building a positive, collaborative, and innovative team culture.
- Create career development plans and facilitate skills training for team members.
- Drive the design, development, and deployment of software applications.
- Ensure projects are delivered on time, within scope, and meet risk and quality standards.
- Establish and maintain engineering processes and coding standards.
- Advocate for and implement modern software engineering practices (e.g., CI/CD, DevOps, Agile).
- Provide technical leadership and guidance on complex software projects.
- Collaborate with architects and engineers to design and implement scalable, reliable, and efficient software solutions.
- Communicate progress, challenges, and opportunities to senior leadership.
- Identify and drive opportunities for technical innovation.
- Manage budgets and ensure cost efficiency within the engineering department.
Key Skills, Knowledge, Experience and Behavioural Competencies
Academic and Professional Requirements
- Education Master’s/Bachelor’s Degree Degree in Computer Science or related technical discipline E
Experience Required:
Description Required years of experience Need Type
- Relevant experience 10+ E
- Management Experience 5 D
Skills and Competencies:
- Proven technical engineering experience with coding in languages including, but not limited to, C, C++, C#, Java, JavaScript, or Python
- Strong technical expertise in software development, including programming languages, databases, and cloud technologies.
- Proven ability to lead and motivate teams, build strong relationships, and resolve conflicts.
- Experience in architecting and driving the implementation of large-scale distributed services.
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PURPOSE:
The Senior Data Analyst will leverage Power BI to analyze, visualize, and interpret complex datasets, providing actionable insights to support strategic decision-making. This role involves designing and developing dashboards, ensuring data accuracy, and collaborating with cross-functional teams to drive data-driven initiatives. The successful candidate will work closely with business stakeholders to understand their data needs and translate them into actionable insights.
PRIMARY RESPONSIBILITIES:
- Analyze large, complex datasets to uncover trends, patterns, and insights.
- Design and implement robust data models, visualizations and dashboards to support complex business requirements.
- Cleanse, transform, and integrate data from various sources (e.g., SQL Server, Azure Data Lake, Excel) into a unified data model.
- Work with business leaders to understand reporting needs and translate them into technical solutions.
- Provide clear, actionable insights and recommendations to stakeholders across departments.
- Act as a liaison between technical teams and business units to ensure alignment.
- Ensure the accuracy and reliability of data used for analysis and reporting.
- Implement data governance practices, including security and access control.
- Ensure data integrity, security, and compliance with industry standards and regulations.
- Optimize Power BI performance by implementing best data modelling and report design practices.
- Stay up-to-date with Power BI updates and integrate new features to enhance reporting capabilities.
- Automate repetitive reporting tasks to improve efficiency.
- Mentor junior data analysts on best practices and advanced techniques.
- Lead efforts to standardize Power BI usage and reporting frameworks across the organization.
- Champion data-driven decision-making within the company
Key Skills, Knowledge, Experience and Behavioural Competencies
Academic and Professional Requirements
- Education Master’s/Bachelor’s Degree Degree in Data Science, Computer Science, Business Analytics, or a related field.
Experience Required
Description Required years of experience Need Type
Qualifications, Skills and Competencies:
- Expertise in Power BI, including DAX (Data Analysis Expressions), Power Query, and data modelling.
- Proficiency in SQL and experience working with relational databases.
- Familiarity with ETL (Extract, Transform, Load) processes and tools, e.g., SSIS, Alteryx.
- Strong understanding of business intelligence and analytics concepts.
- Excellent communication and presentation skills to convey technical findings to non-technical stakeholders.
- Strong project management and organizational skills.
- Experience with predictive analytics or machine learning tools is a plus.
- Familiarity with Microsoft Azure services (e.g., Azure Data Factory, Synapse) is desirable.
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PURPOSE:
Reporting to the ICT Infrastructure Manager, the role holder is responsible for ensuring design, implementation and management of cloud-based systems and building & maintaining cloud infrastructure for CIC Group. The role shall be involved in creating and managing scalable cloud-based services, overseeing data storage solutions, cost optimization, providing support, and troubleshooting issues to ensure seamless cloud operations.
PRIMARY RESPONSIBILITIES:
- Designing, building, and managing highly secure, scalable, and available cloud architectures to meet business needs.
- Evaluate the infrastructure of the organisation’s existing technology stack, make necessary plans to execute necessary migrations to the cloud.
- Oversee the configuration of cloud infrastructure components, including networking, security services and storage solutions.
- Participate in all aspects of the software development lifecycle for cloud solutions, including planning, requirements, development, testing, and quality assurance
- Troubleshoot incidents, identify root causes, fix and document problems, and implement preventive measures to prevent future occurrences.
- Monitor cloud management and data storage services to ensure efficiency and cost effectiveness.
- Support negotiation efforts with vendors to control costs and ensure scalability of cloud services
- Educate teams on the implementation of new cloud-based initiatives, providing associated training when necessary
- Demonstrate exceptional problem-solving skills, with an ability to see and solve issues before they affect business productivity
- Evaluate and recommend emerging cloud technologies and practices to keep CIC Group at the forefront of cloud innovation.
Key Skills, Knowledge, Experience and Behavioural Competencies
Academic and Professional Requirements
- Education Bachelor’s Degree Degree in an ICT related field
- Professional Qualification Solutions Architect Certifications in any of the following: AWS Solutions, GCP, Oracle Cloud, Microsoft Azure
Skills and Competencies:
- Minimum of five (5) years’ experience in architecting, designing, developing, and implementing cloud solutions
- Proficiency with public cloud (Azure/AWS/GCP) services and infrastructure
- Active Directory on premise and cloud experience
- Experience in Automating Infrastructure deployment, cloud security best practices, identity and access management (IAM), and compliance standards
- Proven ability to collaborate with multidisciplinary teams of business analysts, developers, data scientists, and subject-matter experts
- Competent in Programming languages
- Attention to detail
- Risk management
- Interpersonal communication
- Time management
- Cloud security
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PURPOSE:
Reporting to the Contact Centre Manager, the role holder will provide exceptional customer service in respect to all lines of business for all CIC subsidiaries.
PRIMARY RESPONSIBILITIES:
- Receive in-bound communication from CIC stakeholders through email and phone calls and respond to these queries in a timely and efficient manner;
- Conduct out-bound communication to CIC stakeholders, and collect referrals for distribution;
- Carry out monthly customer callouts for all lines of business;
- Manage and efficiently resolve customer complaints;
- Provide customers with product and service information;
- Update existing customer information as required;
- Identify and escalate priority issues;
- Follow up prospective customer queries for conversion into new business;
- Document all call information according to standard operating. Record interactions with customers, including comments, complaints, and the actions taken to resolve the issues on available tools such as CRM.
- Respond to all queries arising from various channels such as social media, email, webforms and other platforms within the standard timelines;
- Handle any other duties as assigned by Contact Centre Manager or Head Customer Experience.
Key Skills, Knowledge, Experience and Behavioural Competencies
Academic and Professional Requirements
- Education Bachelor’s Degree Degree from a recognized University
Experience Required:
- Two years Relevant experience
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PURPOSE:
Reporting to the Group Head of Business Change & Transformation, the Agile Specialist will work with multiple teams across the organization to help implement agile methodologies, optimize team performance, and promote a mindset of continuous improvement. S/he will support Development team, Product Owners, and stakeholders, ensuring that they deliver through the established agile framework and the same is implemented effectively across the organization.
PRIMARY RESPONSIBILITIES:
- Guide teams in the adoption and effective implementation of Agile practices.
- Organize and lead Scrum ceremonies which include daily stand-ups, sprint planning, sprint reviews, and retrospectives to ensure the team follows Scrum framework.
- Implement tools and practices to support Agile delivery, such as backlog management and visual progress tracking.
- Coach and mentor team members and stakeholders on agile best practices and the Scrum framework to improve agile adoption across the organization.
- Guide the team and organization in understanding and adopting agile principles.
- Support the Product Owners and Development team in maintaining and prioritizing the product backlog, ensuring the team understands and executes on product goals.
- Identify inefficiencies in workflows and recommend improvements to enhance team productivity.
- Define and track overall agile metrics such as velocity, burn rate charts and ensure sprint commitments are met.
- Provide timely reports to stakeholders on progress and backlog impediments.
- Enable a collaborative team environment by promoting open communication and constructive feedback among team members.
Key Skills, Knowledge, Experience and Behavioural Competencies
Academic and Professional Requirements
- Education Bachelor’s Degree Degree in Computer Science, Information Technology, Business, or a related field.
- Professional Qualification Scrum Master, SAFe, Professional Scrum Master (PSM) or a recognized Agile certification.
Experience Required:
Skills and Competencies:
- Experience in implementation of channels, apps and portals
- Experience in managing or supporting Agile transformations is a plus.
- Development and maintenance of service level agreements
- Planning and organising
- Cost centre management and budgeting
- Relationship management
- Computer literate in MS Office and other office applications
- Understanding of the working environment /competitors
- Technical competence in asset management operations
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PURPOSE:
Reporting to the Group Head of Business Change & Transformation, the Business Analyst is responsible for project ideation & planning, Process management and organizational change management. The position requires the ability to work collaboratively with cross-functional teams to drive process improvement initiatives and effectively manage change to ensure successful implementation. The Analyst plays a critical role in ensuring that the organization achieves its strategic objectives by providing valuable insights into business processes and identifying areas for improvement. Act as the linkage between Business, Technology and Support functions and perform detailed analysis of the proposed initiatives by both the Business Owner and the Head – Business Change Management to confirm viability for implementation.
PRIMARY RESPONSIBILITIES:
- Conduct analysis of existing business processes to identify areas for improvement and recommend changes to enhance efficiency and effectiveness.
- Develop and maintain process documentation, including process flows, work instructions, and standard operating procedures.
- Work collaboratively with cross-functional teams to drive process improvement initiatives and effectively manage change to ensure successful implementation.
- Support project justification through a business case and determine the potential benefits, costs, and risks of a project.
- Facilitate process improvement workshops to identify and prioritize improvement opportunities and develop action plans to address gaps.
- Provide support in developing and implementing change management plans to ensure successful adoption of process changes.
- Participate in the testing of new processes and systems to ensure that they meet business requirements.
- Provide regular reporting on process improvement initiatives, including progress, benefits, and lessons learned.
- Analyzing and evaluating potential solutions to determine their feasibility and impact on the business
- Monitoring and tracking benefits realization.
GENERIC DUTIES
- Participate in planning and budgeting for the department
- Participate in various meeting and committees.
- Work with customer to gain their approval of functionality.
- Plans, promotes, and organizes internal training activities related to new Functional solutions, enhancements and automations.
Key Skills, Knowledge, Experience and Behavioural Competencies
Academic and Professional Requirements
- Education Bachelor’s Degree Degree in Business Administration, Computer Science, Information Technology, or a related field.
- Professional Qualification CBAP, Lean Six Sigma, BPMN 2.0, PROSCI Change Management Practitioner.
Experience Required:
Qualifications, Skills and Competencies:
- Experience in System Implementations & Projects
- Strong analytical and problem-solving skills.
- Knowledge of business process improvement methodologies, such as Lean Six Sigma or Business Process Management (BPM). Experience in facilitating process improvement workshops and leading process improvement initiatives.
- Familiarity with continuous improvement principles (Kaizen) and process reengineering concepts.
- Knowledge of business analysis principles, such as requirements gathering, stakeholder analysis, and use case development.
- Proficiency in process documentation using tools like flowcharts, swim lanes, and SIPOC diagrams.
- Proficiency in process modelling tools such as Visio.
- Strong communication and interpersonal skills, including the ability to work collaboratively with cross-functional teams.
- Experience in change management, including the ability to manage resistance to change and effectively communicate changes to stakeholders.
- Ability to work independently with minimal supervision.
- Results-oriented with a strong focus on delivering high-quality work.
- Flexibility and adaptability in a fast-paced and dynamic environment.
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PURPOSE:
Reporting to the Group Head of Business Change & Transformation, the role holder will drive the quality assurance efforts within the team to ensure that all products and increments are thoroughly tested and meet high-quality standards before release. This includes strategizing, planning, and coordinating QA activities, defining testing standards, and implementing automation frameworks. The QA Lead will work closely with cross-functional teams to streamline testing processes and support the continuous delivery of high-quality software.
PRIMARY RESPONSIBILITIES:
- Establish guidelines for product testing at various stages of development, including unit, integration, system, and acceptance testing.
- Develop and maintain quality assurance standards, processes, and best practices to ensure consistent product quality.
- Work with the Agile coach and product owner in the creation of a comprehensive test plans and strategies that align with project goals, timelines, and feature requirements.
- Design, development, and execution of test scripts (manual and automated) based on requirements and acceptance criteria.
- Lead and mentor the testing team, fostering a collaborative and high-performing team environment.
- Facilitate communication between the testing team and other stakeholders to align on quality objectives and ensure smooth delivery.
- Collaborate with developers, product managers, and stakeholders to understand project requirements, timelines, and resolve issues.
- Collaborate with Agile coach, Development team and product analyst in outlining test quality metrics, test progress, and areas of improvement to stakeholders and management.
- Drive continuous improvement in the QA process by assessing risks, identifying inefficiencies, and implementing process changes.
- Work with stakeholders to define and implement security testing as part of the QA process where applicable.
Key Skills, Knowledge, Experience and Behavioural Competencies
Academic and Professional Requirements
- Education Bachelor’s Degree Degree in Computer Science, Engineering, Information Technology, or a related field or related field.
- Professional Qualification Certified Software Quality Analyst (CSQA), ISTQB Certified Tester, or equivalent are a plus.
Experience Required:
Qualifications, Skills and Competencies:
- Strong experience with both manual and automated testing in software development environments.
- Strong experience with test automation tools (e.g., Selenium, Appium, JMeter, Postman, TestNG, Cypress).
- Experience with performance and load testing tools
- Familiarity with version control systems (e.g., Git, SVN).
- Expertise in collaborative and defect tracking tools like JIRA.
- Experience with API testing and tools like Postman, Swagger, or SoapUI.
- Experience with cloud-based platforms and testing SaaS applications.
- Knowledge of security testing and compliance standards (e.g., OWASP, GDPR, HIPAA).
- Familiarity with DevOps practices and tools like Docker, Kubernetes, and Ansible.
- Experience in testing mobile applications and cross-browser compatibility.
- Strong communication and interpersonal skills, including the ability to work collaboratively with cross-functional teams.
- Experience in change management, including the ability to manage resistance to change and effectively communicate changes to stakeholders.
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PURPOSE:
Reporting to the Group Head of Customer Experience, the Contact Centre Manager will be responsible for the overall management, performance, and development of the Contact Centre. This role involves leading a team of agents, monitoring key performance indicators (KPIs), ensuring exceptional customer service delivery, and maintaining high operational standards.
PRIMARY RESPONSIBILITIES:
Oversee Contact Centre Operations
- Ensure optimal staffing levels through effective workforce planning and shift scheduling.
- Manage the daily operations of the Contact Centre, ensuring the delivery of high-quality customer service that aligns with the company’s goals and objectives.
- Monitor call volume patterns and adjust staffing schedules as needed to meet demand.
- Coordinate with supervisors and team leaders to resolve any operational issues and ensure that day-to-day activities run smoothly.
- Proactively address challenges and implement solutions.
Performance Management
- Continuously monitor individual and team performance metrics (e.g., average handle time, first call resolution, customer satisfaction) and take corrective action when necessary to maintain productivity and service quality.
- Establish clear and achievable performance targets for speed, efficiency, and quality. Regularly assess performance against targets and implement improvements to achieve organizational goals.
- Provide ongoing coaching, support, and feedback to team members. Foster a positive work environment that encourages continuous improvement, engagement, and high performance.
- Use performance analytics and reporting tools to monitor key metrics and identify trends. Make data-driven decisions to improve processes, enhance efficiency, and meet organizational goals.
Conduct Regular Trainings
- Regularly review the performance of Contact Centre staff, identify training needs, and design training programs to close skill gaps.
- Liaise with Learning & Development and various Subject Matter Experts to ensure training is fit for purpose, and ensure adequate knowledge dissemination of products and services.
Manage Contact Centre Technology
- Oversee and manage the Contact Centre’s technology infrastructure, including CRM, workforce management tools, call routing systems, and other key software platforms.
- Support in ensuring all systems are fully integrated and function seamlessly to support daily operations.
- Undertake vendor relationship management and ensure all invoices concerning contact centre systems, software and operations are paid on time.
Feedback and Service Improvement
- Serve as the key liaison between the Contact Centre and other business departments. Gather feedback and collaborate to ensure the Contact Centre is supporting the broader organizational objectives.
- Keep abreast of industry trends, new technologies, and best practices to ensure the Contact Centre operates efficiently and effectively.
Resolve Complex Customer Issues
- Act as the escalation point for complex or sensitive customer complaints and inquiries. Ensure issues are addressed quickly, effectively, and with a focus on maintaining high customer satisfaction.
Develop and Maintain Knowledge Base
- Create, manage, and regularly update the Contact Centre’s knowledge management system, ensuring that it is comprehensive, easy to navigate, and up-to-date with the latest product, service, and troubleshooting information.
- Work closely with product, service, and support teams to integrate new information, FAQs, and resolutions into the knowledge base.
Ensure Compliance with Regulations
- Oversee the compliance of Contact Centre operations with all relevant legal, regulatory, and industry standards.
- Ensure upto date practices are embraced and implemented in the contact centre.
- Provide ongoing training and updates to the team on relevant compliance matters and best practices.
Quality Assurance Oversight
- Develop and implement a Quality Assurance (QA) framework to assess the quality of interactions between Contact Centre agents and customers.
- Conduct regular QA evaluations (call monitoring, chat reviews, etc.) to ensure agents are adhering to company policies, communication standards, and service excellence.
Key Skills, Knowledge, Experience and Behavioural Competencies
Academic and Professional Requirements
- Education Bachelor’s Degree Degree in a Business-related field.
- Professional Qualification CRM
Experience Required:
Description Required years of experience
- Relevant experience 5+
- Contact Centre Leadership/Customer Experience 2 (Desirable)
Skills and Competencies:
- Excellent analytical skills to enable resolution of unstructured and complex problems.
- Good understanding of Operational Risk Management.
- Strong verbal and written communication skills to convey feedback effectively to team members and leadership.
- level of attention to detail when reviewing customer interactions and performance metrics.
- Ability to identify problems and root causes within the customer experience and propose solutions.
- Customer-Centric Mindset
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PURPOSE:
Reporting to the Group Head of Customer Experience, the Quality Assurance Manager is tasked with entrenching prudent Consumer Protection practices, conducting Voice of the Customer analysis and ensuring adherence to set standards across people, products, processes, and systems that serve the Customer. The role also encompasses adherence to controls set by functions such as audit, compliance, risk and external regulatory requirements.
PRIMARY RESPONSIBILITIES:
Voice of Customer
- Supports the Group’s Customer Experience strategy by monitoring, measuring, reporting and proposing appropriate interventions on the Quality of Service across all customer touch points. Apply customer experience metrics as required, by ensuring VOC surveys are conducted and reports released on time.
- Identify service gaps through survey feedback and generating insights that will support in improving service delivery.
- Analyze key customer data to prioritize journey mapping exercises
- Interpret customer data (both quantitative and qualitative) as well as internal data to help inform customer experience strategy.
Reporting
- Business lead for CX dashboard reporting and the interpretation of CX metrics, recognizing relevant relationships and insights to be communicated to executives, teams, and business partners on a timely, accurate and proactive basis
- Daily, Monthly, Quarterly and Executive Summary performance reports for Customer Experience Department, as well as ad hoc requests.
- Ensure timely and accurate monthly and other periodic risk reporting through RUniverse
Quality Assurance:
- Ensure delivery of comprehensive controls covering Complaints Management, Service Quality and all the key business requirements within Customer Experience and ensuring that any gaps in the review process are identified and escalated based on sampling. Service Quality checks on Complaints Management across the business by tracking SLAs.
- Review quality of Contact Centre agents across all touch points, and ensuring adherence to procedures and policies.
Controls (Audit, Risk and Compliance):
- Ensure that all activities and duties are carried out in full compliance with Customer Experience procedures, regulatory requirements, Enterprise-Wide Risk management framework and internal policies and policy standards.
- Undertake periodic checks to test adherence to and sustainability of remediation actions arising from audit, regulatory checks, and balances.
- Ensure all controls reports are availed on time and when required.
Key Skills, Knowledge, Experience and Behavioural Competencies
These are defined as;
Academic and Professional Requirements
- Education Bachelor’s Degree Degree from a recognized University
- Professional Qualification Certification in Quality Assurance (e.g., Six Sigma, ISO) or Customer Service Excellence, and Familiarity with quality assurance processes, tools, and performance metrics.
Experience Required:
- Relevant experience 5+ E
- Customer Experience Leadership 2 D
Qualifications, Skills and Competencies:
- Proven work experience in customer experience quality assurance/service excellence/process engineering
- Experience in Customer journey mapping, creating and evaluating process flows
- Excellent analytical skills to enable resolution of unstructured and complex problems.
- Good understanding of Operational Risk Management
- Adequate experience in general management and stakeholder management
- Familiar with Regulator requirements, Consumer protection guidelines on Complaints Management and Dispute Resolution
- Computer Literate and proficient in MS Office Suite
Method of Application
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