The role holder will be responsible for ensuring the Call Centre agents are adhering to the standards, procedures and policies of the Bank while offering the highest level of service.
The Call Monitoring and Quality Assurance analyst monitors all interactions at the call Centre – voice calls, e-mails, social media and handling customer complaints with an aim of proactively measuring the service experience, level of compliance, identifying improvement areas and undertaking corrective measures.
The role will report to the Call Centre Manager and will be responsible for:
The role will be responsible for implementing, supporting and enhancing the Enterprise risk management framework in I &M Bank, including appropriate processes, procedures and tools, designed to reduce the Total Cost of Risk and to embed risk management within the Bank. Key to the role is to establish connections with leaders across the Bank and facilitate and support the implementation of the ERM strategy in a value-adding manner. The successful candidates will partner with Business Units, enterprise-wide functions and subsidiaries with an objective of ensuring continuous improvement of the ERM Program.
At least 5 year’s relevant experience in Banking Operations, 3 of which should be in Risk Management.
Skills and Attributes
Use the link(s) below to apply on company website.
Interested and qualified? Go to I&M Bank on www.imbank.com to apply
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