Service Quality Assurance Analyst – Assistant Manager Full Time NEW

JOB PURPOSE

Systematically monitoring and measuring the Customer Experience provided at different customer touch points with the objective of continuously identifying service gaps and following through for implementation of corrective actions.

KEY RESPONSIBILITIES/ACCOUNTABILITIES

End-to-end systematic service quality checks

Identifying service gaps impacting the overall customer experience through:

Conducting Quality Checks –

• Process Flow mapping against Customer Experience
• Customer Feedback through Voice of the Customer and Voice of the People Surveys
• Root cause/gap analysis to identify difference between expected process and reality
• Data Analysis
• Competitor Benchmarking
• Service measurement e.g. SLA tracking

Preparation of Reporting Findings

Customer Experience Measurement

Continuous SLA Measurement

• Documentation, monitoring, reporting and action planning with an aim to offer market leading SLAs

Continuous Customer experience Measurement

• Conducting customer experience surveys and mystery shopping studies against I&M bank standards and set SLAs to identify service gaps and come up with corrective actions to improve our processes, systems and services to enhance the overall customer experience

Reporting

• Disseminating dashboards and reports to various stakeholders e.g. Head office, Branches and Management

Competitor Benchmarking

• Conduct competitor comparisons in various service experience aspects to identify service gaps and improvement opportunities with an aim of challenging the business where we are lagging

Training & coaching

• Identification of stakeholder training needs based on service gaps
• Training and coaching on the I&M bank customer service standards
• Training and coaching on the I&M bank customer service standards

Bank Initiatives Support

Representing the Voice of the customer in various initiatives in the bank, new projects and process improvements

KEY PERFORMANCE MEASURES

• Timely Reports
• Quality and Accuracy of feedback surveys conducted
• Reporting and escalating of emerging trends based on customer feedback
• Robust Insights and closure of actions

KEY SKILLS, KNOWLEDGE, EXPERIENCE AND PERSONAL COMPETENCIES

• Customer Service skills,
• Excellent communication skills,
• Problem solving skills,
• Analytical skills,
• Report writing skills,
• Interpersonal skills,
• Stakeholder Management skills,
• Planning & Organizational skills,
• Excellent banking process experience & knowledge,
• Ms Office Packages – Proficiency in Excel, word & PowerPoint
• Statistical Packages skills,
• Basic quality assurance skills – process flow mapping, root cause analysis
• Knowledge/experience using survey tools

EXPERIENCE REQUIREMENTS

• Minimum of 6 years’ experience
• 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 3.0. GPA

Professional Qualifications

• Banking qualifications desirable.
• Customer Experience certifications
• Quality Assurance certifications