Senior Officer, Quality Assurance
1 month ago
Banking job vacancies in Kenya.
SBM Bank Kenya is a leading and trusted financial institution with an international footprint, headquartered in Mauritius and positioned to offer an unprecedented banking experience in Kenya to niche Retail, SME and corporate clients.
Job Summary:
The overall purpose of the role for Senior Officer, Quality Assurance is to audit interactions on calls, emails and social media, to measure performance and ensure delivery of effective service with utmost level of consistency.
Read>>CV Tips: A Guide to Make Your Application Shine in NGOs
Key Responsibilities:
Customer Experience - 40%
Develop standardised Quality assessment framework to measure service quality across all customer touch points and within all units within the contact centre. Recommend process improvements based on strategic data insights from VOC activities. Ensure timely reporting of all productivity and quality reports as per agreed timelines. Preparation of all contact centre MIS and service audit reports Prepare weekly, monthly and ad hoc Contact centre KPI reports and engage stakeholders in coaching and cascade sessions. Prepare weekly report on key customer issues for prioritisation and escalation to key stakeholders. Use quality monitoring data management to compile and track performance at team and at individual levels. Generate strategic insights from Quality analysis reporting to drive continuous service improvement. Analyse VOC reports and come up with action plans for closing the gaps identified. Quality monitoring activities, including regularly screening of incoming and outgoing customer calls, reviewing written responses from email and omni channel tool, and quality control testing to ensure that customer activities are being handled professionally, knowledgeably, and in accordance with company policies and procedures. Ensure all agents are adhering to set quality standards and productivity measures. Resolution of recurrent quality gaps and coach agents and implement systems to prevent recurrence. Regularly report to management team on employee performance evaluations specific to observations conducted through quality monitoring and screening activities. Evaluate results of QA trends and collaborate to develop action plans for process improvement. Learn new products, services and programs and work with the appropriate organizational leaders to customize and/or update Quality Management standards and forms as required. Provide feedback and coach officers with regards to their quality performance Report deviances Operating Procedures to Supervisors Works closely with management to achieve goals and performance standards Conduct weekly calibration session with Contact Centre team members Ensure all team interaction sessions are documented, signed, tracked and filed.Financial - 20%
Contact Centre financial reporting by ensuring accurate reporting of leads from cross sell initiatives at the Contact Centre Identify opportunities to push the Bank’s products and services by customarily requesting inward customers for stretched business and referrals, to aid in the proceeding with business growth of the Bank. Quality assurance framework reporting to Identify cross sell opportunities from customer interactions for follow up and conversion.Risk and Process - 25%
Identify opportunities, ensure compliance to business processes and improvement of quality services to customers. Minimize exposures to and impact of risks associated with service provision in line with bank and regulatory policies. Ensuring all reports and activities comply with bank requirements in terms of rules, policies and directives that eliminate any audit findings pertaining to established policies, processes and tools to achieve optimal efficiency, compliance and cost containment. Handle all other business support initiatives as advised by the Contact Centre Manager / HOD To ensure compliance of Customer Service Standards, Contact Centre Operations, all bank processes and procedures by self and team – including Prudential Guidelines, RCSA findings, Internal Audit recommendations; provide constant education and escalation as required. Comply with respective KYC, KYP and KYT procedures and be always alert to unusual or possibly suspicious activity, and report to Line Manager Risk Mitigation - Identifies and investigates possible operational risks involving all interactions (phone, email, social media etc.).Learning and Growth - 15%
Design Customer Experience training modules based on need analysis. Manage personal learning and development against personal development plan. Identify and support CC coaching training needs. Work with contact center manager to design and implement effective contact center onboarding and training programs. Coordination of Team IDPs and Training needs assessment and tracking compliance for team for laid down training plans. Coordinates with training staff on processes and procedural changes and developments as required.Knowledge: Skills and Experience required for this Role
Bachelor’s degree in any discipline with a minimum of second-class honors upper division or equivalent Minimum 4-5 years’ experience in a contact center environment Proficient use of MS Office applications and advanced knowledge of MS Excel and statistical packages Certification in Quality Assurance an additional advantage Quality Assurance experience additional advantage Good Communication Skills (written and verbal) Thorough understanding of contact center practices and procedures Knowledge of Industry standards Work Force planning experience is highly desirable. Strong ability to multitask in a fast-paced changing environment. Customer service management processes and procedures. Excellent analytical and written communication skills Report writing and presentation skills. Good understanding of QA with coaching skills and abilities Excellent interpersonal skills Ability to communicate confidently and effectively.Read>>Importance of Public Speaking: Its Vital Role in Leadership
Competencies required for this Role.
Leadership and Self-Management Excellent problem solving and analytical skills. Contact center knowledge and effective application of all relevant banking processes, policies and procedures. Planning and organizing skills for effective planning and execution of tasks and projects within timelines. Coaching and training Ability to work independently, self-directed and solutions oriented. Reporting and Attention to details Delivering Results and Meeting Customer Expectations Excellent written and oral communication skills Quality orientation Entrepreneurial and Commercial Thinking Excellent interpersonal skills Customer focused and customer centric. Planning and Organizing Analytical SkillsClick Here To Apply
-
Principal Quality Assurance Engineer
5 days ago
Nairobi, Nairobi Area, Kenya Kenya Airways Full timeJob Summary: The Quality Assurance Manager will oversee the development and implementation of quality management systems to ensure compliance with regulatory requirements and industry standards. The Quality Assurance Manager will be responsible for developing and implementing quality management systems to ensure compliance with regulatory requirements and...
-
Quality Assurance
1 month ago
Nairobi, Nairobi Area, Kenya Sidian Bank Full timeAt Sidian Bank, we recognize the significant accountability and inherent risks that an entrepreneur takes to make his ideas and dreams a reality. It is for this reason that our mission is to empower entrepreneurs to create wealth through provision of transformational financial solutions that meet entrepreneurs needs and facilitate growth through convenience...
-
Principal Quality Assurance Engineer
5 days ago
Nairobi, Kenya Kenya Airways Full timeBrief Description The candidate will develop maintenance procedures and work instructions, supervise SQAEs & QAEs, plan, conduct audits and coordinate audits and investigations in order to ensure an airworthy, reliable, quality product/service is provided in a cost-effective manner. Will also ensure that technical staff work within the framework...
-
Quality Assurance Manager
1 week ago
Nairobi, Nairobi Area, Kenya Aircraft Leasing Services (ALS) Full timeALS is a leading provider of aviation solutions, serving Humanitarian Operations, Airlines, Oil/ Resource exploration, and VIP Clientele. The company has seen steady growth since its inception in 1985.ALS seeks a professional to oversee the quality management system, ensuring adherence to regulations and industry standards.Key Responsibilities: Ensure ALS...
-
Quality Assurance Lead
4 weeks ago
Nairobi, Kenya ENGIE Full timeResponsibilitiesLeadership & Team Management:Lead, mentor, and grow a team of QA engineers, ensuring clear goals, performance tracking, and continuous improvement.Oversee the recruitment, onboarding, and training of QA team members.Foster a collaborative and proactive team culture focused on delivering high-quality software.Quality Assurance Strategy:Design...
-
Quality Assurance Lead
4 weeks ago
Nairobi, Nairobi Area, Kenya ENGIE Full timeResponsibilitiesLeadership & Team Management:Lead, mentor, and grow a team of QA engineers, ensuring clear goals, performance tracking, and continuous improvement.Oversee the recruitment, onboarding, and training of QA team members.Foster a collaborative and proactive team culture focused on delivering high-quality software.Quality Assurance Strategy:Design...
-
Quality Assurance Engineer
2 months ago
Nairobi, Nairobi Area, Kenya Frank Management Consult Ltd Full timeFrank Management Consult Ltd is an international management consulting agency. We work with major companies, raising their performance, driving their strategies and enhancing their productivity.Job PurposeThe Software Test/Quality Assurance Engineer will be responsible for testing software products and ensuring that they meet the highest quality standards....
-
Quality Assurance
1 month ago
Nairobi, Kenya Sidian Bank Full timeAt Sidian Bank, we recognize the significant accountability and inherent risks that an entrepreneur takes to make his ideas and dreams a reality. It is for this reason that our mission is to empower entrepreneurs to create wealth through provision of transformational financial solutions that meet entrepreneurs needs and facilitate growth through convenience...
-
Controls Assurance IT Specialist
3 weeks ago
Nairobi, Nairobi Area, Kenya Clovers Management & Training Consultants Ltd Full timeSuccess in the staffing industry depends on one thing: placing the right person in the right position. How is this accomplished? By knowing one's clients and candidatesSummaryThe job holder's role is to provide management with assurance on the control environment in the business through the control testing First Line of Defence (FLOD) methodology. The...
-
Nairobi, Kenya International Fertilizer Development Center Full timeAbout IFDC IFDC is a public international organization active in 27 countries in Africa, Asia, and America. IFDC uniquely approaches the global issues of food security and poverty by bridging the gap between research and impact, combining science-based innovations, holistic market systems development, an enabling policy environment, and strategic...
-
Senior Quality Engineer
1 month ago
Nairobi, Nairobi Area, Kenya One Acre Fund Full timeOne Acre Fund is a nonprofit organization that supplies smallholder farmers in East Africa with asset-based financing and agriculture training services to reduce hunger and poverty.SummaryThe Quality Engineer role is at the forefront of the Engineering team's endeavor to enhance the quality and reliability of our solutions and to improve the team's technical...
-
Quality Assurance Manager
1 week ago
Nairobi, Kenya Aircraft Leasing Services (ALS) Full timeALS started operations in 1985 and over the years has seen steady growth ever since. Today, as an industry leader, ALS offers a range of customized and comprehensive aviation solutions for the benefit of Humanitarian Operations, Airlines, Oil/ Resource exploration, and VIP Clientele. Responsibilities: Ensure ALS operations adhere to all relevant...
-
Nairobi, Kenya Frank Management Consult Ltd Full timeFrank Management Consult Ltd is an international management consulting agency. We work with major companies, raising their performance, driving their strategies and enhancing their productivity. Job Purpose The Software Test/Quality Assurance Engineer will be responsible for testing software products and ensuring that they meet the highest quality...
-
Nairobi, Kenya Clovers Management & Training Consultants Ltd Full timeSuccess in the staffing industry depends on one thing: placing the right person in the right position. How is this accomplished? By knowing one's clients and candidates Summary The job holder’s role is to provide management with assurance on the control environment in the business through the control testing First Line of Defence (FLOD) methodology....
-
Program Quality Manager
2 months ago
Nairobi, Nairobi Area, Kenya Catholic Relief Full timeCatholic Relief Services (CRS) is an international non-governmental organization supporting relief and development work in over 99 countries around the world. CRS programs assist persons on the basis of need, regardless of creed, ethnicity or nationality and works through local church and non-church partners to implement its programs.Job Summary:You will be...
-
Senior Quality Engineer at One Acre Fund
1 month ago
Nairobi, Kenya One Acre Fund Full timeOne Acre Fund is a nonprofit organization that supplies smallholder farmers in East Africa with asset-based financing and agriculture training services to reduce hunger and poverty. Summary The Quality Engineer role is at the forefront of the Engineering team's endeavor to enhance the quality and reliability of our solutions and to improve the team's...
-
Program Quality Manager at Catholic Relief
2 months ago
Nairobi, Kenya Catholic Relief Full timeCatholic Relief Services (CRS) is an international non-governmental organization supporting relief and development work in over 99 countries around the world. CRS programs assist persons on the basis of need, regardless of creed, ethnicity or nationality and works through local church and non-church partners to implement its programs. Job Summary: You...
-
Group Corporate Quality Officer
5 days ago
Nairobi, Nairobi Area, Kenya d Full timeSummary: The Corporate Quality Officer will oversee quality-related projects, manage reports, and coordinate meetings to ensure organizational efficiency and team coordination. The Corporate Quality Officer plays a key role in ensuring effective communication within the global Quality organization and supporting various Technical Projects end-to-end...
-
Senior Research Associate
4 weeks ago
Nairobi, Nairobi Area, Kenya Bioversity International Full timeEstablished in 2019, the Alliance of Bioversity International and the International Center for Tropical Agriculture (CIAT) was created to address these four crises, maximizing impact for change at key points in the food system.Key duties & responsibilitiesData Extraction and Transformation: Extract relevant data for AIMLE system and Adaptation Insights ,...
-
Nairobi, Kenya Bioversity International Full timeEstablished in 2019, the Alliance of Bioversity International and the International Center for Tropical Agriculture (CIAT) was created to address these four crises, maximizing impact for change at key points in the food system. Key duties & responsibilities Data Extraction and Transformation: Extract relevant data for AIMLE system and Adaptation...
