Description
In line with enhancing career progression of staff and to support business growth, we seek to recruit a qualified, experienced, self-driven, highly motivated, and passionate candidate to fill the position outlined below.
Quality Monitoring Assessment and Coaching
Optimize on resources.
Develop quality assessment tools, process, standards and guidelines.
Manage quality assurance specialists.
Plan and allocate agents to the quality assurance specialist within acceptable ratios and manage their rotations.
Conduct quality assurance calibrations.
Compile and document quality assurance reports.
Document quality performance trends and recommendation for improvements.
Monitor quality training and coaching.
Ensure quality assurance analyst adhere to quality assessments and coaching schedules.
Compile C_SAT reports and recommendations.
To conduct ad-hoc quality assurance audits.
Continuous Learning and Knowledge Improvement
Participate in Contact Centre training sessions.
Participate in and achieve the expected pass mark levels for the organizational and Contact Centre based e-learning assessments.
Identify and conduct Training Gap Analysis.
Facilitate training sessions to share knowledge and information with team and colleagues and recommend areas of improvements in products and services.
Monitor and ensure the team participate in the organization and departmental eLearning assessment.
Contact Centre Operations and Workforce Management
Consolidating and preparing of daily, weekly, monthly and yearly reports
Participating in performance management for agents
Liaising with supervisors on daily operations
Monitoring the supervisors on their team and queue management
Contact center staffing forecasting
Preparing of Contact Center shifts
Qualifications
Experience in the bank or a similar role in another organization.
At least a degree from a recognized university.
Must be outgoing and a point of contact in sharing best practice with colleagues.
Must have a consistent performance rating of 3 and above during the 5 years’ experience.
High level of working knowledge of all the Bank’s retail products, procedures and policies
Good knowledge of the competition’s products and processes
Previous experience of working in a contact center environment
People leadership and management.
Experience of working under service levels
Rotational training between all departments in the branch
Customer Service
Knowledge in Performance Management
Experience in Know Your Customer (KYC) requirements /Suspicious Transaction Monitoring/Anti-Money Laundering procedures
Understanding of Fraud Prevention procedures
Good product knowledge
Familiar with HR policies and procedures
Excellent communication skills
Vast knowledge of the Bank’s products, services and operations.
Basic Knowledge of PC literacy within a Windows environment
A genuine interest in providing excellent Customer Services.
Working in a problem-solving environment.
Ability to deliver within stringent turnaround times.
Ability to work under pressure.
High level of professionalism, confidentiality and integrity
PC Skills including Keyboard skills
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