JOB SUMMARY:

To ensure the consistent delivery of exceptional customer experience by providing structured quality monitoring, reporting, and actionable insights. The role will support the Head of CX in driving strategic decision-making through data, VOC analytics, and thematic issue tracking, while championing continuous improvement across customer touchpoints

KEY RESPONSIBILITIES:

Reports and Dashboards – 30%

• Develop and maintain comprehensive reports and dashboards to monitor customer service performance and quality metrics.
• Maintain and update dashboards for head office and branch teams to ensure accurate and timely reporting of customer service metrics.
• Collaborate with various departments to ensure dashboards are aligned with strategic goals and operational needs.
• Provide training and support to users on how to effectively utilize dashboards for monitoring and reporting.
• Analyze data to identify trends, gaps, and opportunities for improvement in customer service delivery.
• Generate insights from customer service data to inform decision-making and drive continuous improvement.
• Provide regular updates on customer service performance and quality metrics to relevant stakeholders.

Quality Assurance & Monitoring – 20%

• Conduct regular assessments of customer interactions across voice, email, digital, and in-person channels.
• Maintain QA scorecards and dashboards for various service units (Branches, Back Office).
• Provide feedback and work with team leaders to implement service recovery and coaching interventions.
• Analyze trends from complaints, downtimes, and customer journey breakpoints and share executive-level insights.

Voice of Customer (VOC) Management – 15%

• Manage end-to-end VOC lifecycle: data collection, response tracking, thematic analysis, and reporting.
• Work with internal stakeholders to escalate, resolve, and close VOC feedback loops.
• Monitor customer satisfaction metrics (e.g., NPS, CSAT, CES) and propose service improvement actions.

Data & Analytics Liaison – 10%

• Support in defining CX measurement frameworks and working with IT to ensure integrity and automation.
• Champion use of data in driving customer-centric decision-making.
• Serve as the key liaison for data and analytics, ensuring accurate and timely reporting of customer service metrics.
• Collaborate with IT and other departments to ensure the availability and integrity of customer service data.
• Utilize data analytics tools to enhance reporting and insights generation.

Support CX Projects & Initiatives – 10%

• Provide QA and insight support for CX-led projects such as CRM rollout, Omni channel integrations, AI adoption and other key projects.
• Assist in pilot programs and user testing for new products from a customer satisfaction and recovery standpoint.

SLA Reporting – 15%

• Monitor and report on Service Level Agreements (SLAs) to ensure compliance and identify areas for improvement.
• Develop and implement strategies to enhance SLA performance and customer satisfaction.
• Provide regular updates on SLA performance to relevant stakeholders.
• Develop and maintain monthly CX dashboards for executive reporting (EXCO, CX Council, Risk Committees).
• Track performance against customer SLAs and CX KPIs.

KEY RELATIONSHIPS:

Customers of this Position

• Contact Center Agents and Team Leaders
• Head Office Teams
• Branch Teams
• All Business Units
• IT, Risk, Legal & Compliance
• Branch Business & Operations Teams
• Regulatory Bodies

KNOWLEDGE REQUIREMENTS:

 Skills and Experience required for this Role

• Bachelor’s degree
• 2–4 years of experience in customer experience, quality assurance, business intelligence, or customer service performance management
• Experience working in financial services, telecom, fintech, or similarly regulated environments is an advantage
• Prior experience in managing or contributing to a Voice of Customer program
• Demonstrated experience in tracking KPIs, preparing executive-level reports, and driving service recovery actions
• Familiarity with CRM systems, ticketing tools (e.g., Siebel, Microsoft Dynamics, Zoho), and survey platforms

Key Competencies required for this Role

• Customer Centric Mindset
• Analytical Thinking
• Attention to Detail
• Problem Solving & Critical Thinking
• Customer Focus
• Communication & Influence
• Technical Proficiency
• Ethics & Integrity
• Process & Continuous Improvement Orientation
• Results Orientation