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Contact Centre Monitoring

2 months ago

Nairobi, Nairobi Area, Kenya I&M Bank Full time
Quality Assurance Specialist Quality Assurance Specialist

I&M Bank is a leading financial institution with a rich heritage in banking. We are seeking a highly skilled Quality Assurance Specialist to join our team.

About the Role

The Quality Assurance Specialist will be responsible for ensuring that our Contact Centre representatives adhere to Bank Standards, Procedures and Policies while offering the highest level of service.

Key Responsibilities
  • Monitor and evaluate all interactions at the Contact Centre, including Voice Calls, E-mails, Social Media and Complaints raised.
  • Assess the quality of interactions based on I&M Bank Contact Centre standards and identify areas for improvement.
  • Provide real-time feedback to Contact Centre representatives on their interactions with customers.
  • Develop and implement Quality Assurance Templates to ensure consistency and effectiveness.
  • Conduct regular training and coaching sessions to improve the quality of interactions.
  • Prepare and present reports on Quality Assurance metrics and trends.
Requirements
  • 2-5 years of experience in a Contact Centre within a financial institution.
  • Strong analytical and problem-solving skills.
  • Excellent communication and interpersonal skills.
  • Ability to work independently and as part of a team.
  • Business-related degree from a recognized University.
What We Offer
  • A competitive salary and benefits package.
  • Opportunities for professional growth and development.
  • A dynamic and supportive work environment.
How to Apply

Please submit your application, including your resume and cover letter, to our HR department.