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Contact Centre Monitoring

2 months ago

Nairobi, Nairobi Area, Kenya I&M Bank Full time

I&M Bank is a wholly owned subsidiary of I&M Holdings Limited, a publicly quoted company at the Nairobi Securities Exchange (NSE).

The bank possesses a rich heritage in banking.

PURPOSE:


The Quality Assurance function is responsible for ensuring the Contact Centre representatives are adhering to Bank Standards, Procedures and Policies while offering the highest level of service.

This entails monitoring and assessing all interactions at the Contact Centre i.e., Voice Calls, E-mails, Social Media and Complaints raised with an aim of proactively measuring the Service Experience, Level of Compliance, identifying improvement areas and recommending corrective measures.

KEY RESPONSIBILITIES/ACCOUNTABILITIES
Monitoring and Evaluation

Continuous review and formulation of Quality Assurance Templates to be used in assessing customer interactions and make regular iterations according to the departmental needs.

Real Time and Post Interaction Monitoring and Evaluation of Voice, Email, Social Media Engagements and Complaints raised to assess quality of interactions based on I&M Bank Contact Centre standards.

Feedback and Coaching

Provide real-time feedback to Contact Centre representatives on their interactions with customers highlighting strengths and areas of improvement.
Continuous One-on-One coaching with Contact Centre representatives to address improvement areas based on the individual Quality Assurance findings with key focus on improving the quality of interactions

Highlight best practice from the various representatives and share with the rest of the team in a bid to drive a culture of continuous improvement.

Training and Development

Give recommendations on training and developmental areas, Process Improvements and Product Refresher needs based on gaps identified from Quality Assurance evaluations, Customer Feedback and Customer Satisfaction surveys.

Take leadership and coordinate corrective training for identified product, process and service gaps.
Responsible for onboarding new representatives into the Contact Centre to ensure they are conversant with Contact Centre procedures and standards

Reporting and Analysis

Preparation of various report Quality Assurance Reports i.e., Individual Representative dashboard, Departmental Quality Assurance Reports, Action Planning report, Customer Satisfaction reports

Tracking of agreed Individual agents' action plans based on Quality check findings to ensure improved performance at an individual and departmental level.

Trend Monitoring and reporting of common and repetitive gaps to the Contact Centre manager for further actioning.

Risk and Compliance

Ensure all customer interactions comply with the Regulatory and Bank's Standards, Policies and procedures.
Identify any risks in interactions and recommend controls or mitigation strategies to minimize the risk.

Customer Satisfaction Measurement

Administer Customer Satisfaction Measurement Surveys through Post Interaction SMS, Call Backs, Post Interaction survey on Social Media.

Gauge level of customer satisfaction as per the quality assessment and customer feedback on the various quality assessment interactions and take corrective actions where customer expectations are not met.

Process Improvement

Monitoring Industry trends on Best Quality Assurance practices to ensure our evaluation templates and key metrics remain relevant and are current and aligned to customer's needs.

Identify opportunities for Product, Process and Service improvement based on quality assessment and customer feedback.

KEY PERFORMANCE MEASURES
Quality Assurance Score
Mystery Shopping Score
Service Level Score
Customer Effort Score
Audit rating of 2 and above
Nil Quality Assurance Repeat Findings

IMPORTANT RELATIONSHIPS
Customers
Senior Management
All Head Office Support Units
All Branches
3rd party Service Providers
Industry Stakeholders – Merchants, Other Banks, Telco (Safaricom, Airtel, Telkom), IPSL (Pesalink)

KEY SKILLS, KNOWLEDGE, EXPERIENCE AND PERSONAL COMPETENCIES
Skills and Competencies

Customer Centricity
Out the box thinking/ continuously challenges status quo.
Strong negotiation and conflict resolution skills.
Emotional Intelligence
Risk Intelligence
Ability to manage change
Results and achievement orientated
Highly motivated, proactive, and flexible
Excellent verbal and written communication skills, including rapport building
Open to giving constructive feedback and coach
Problem solving and decision-making skills
Can work to deadlines with efficiency and accuracy
Data Analytics Skills
Ability to Work independently and in a team

Experience

2 to 5 Years experience at a Contact Centre within a financial institution preferably a bank. Familiarity with quality assurance functions is an added advantage.

RECOMMENDED MINIMUM QUALIFICATIONS
Education Level

Business related degree holder from a recognized University (Min – 2nd class upper or equivalent).

Professional Qualifications

Contact Centre qualifications desirable.