Job Description

Job Purpose:

The Role holder will be responsible for assessing the quality of service delivery across all customer contact points within contact centre as well as support the team leaders and managers in gap identification and make recommendations to improve on customer experience. 

Key responsibilities:

• Coordinate the Voice of Customer programme across Kenya and regional markets.
• Design, administer and monitor customer surveys (NPS, CSAT, CES and other feedback mechanisms).
• Consolidate customer feedback from multiple listening channels.
• Monitor customer sentiment and identify emerging trends.
• Ensure timely dissemination of customer feedback to business units.
• Analyse/audit service incident data, emails, voice recordings, and customer surveys to identify areas of service delivery that did not meet pre-established performance standards.
• Develop and conduct targeted group coaching sessions for agents that address Service Quality deficiencies and/or improvement opportunities.
• Use customer service expertise to assess existing practices and procedures for process improvement opportunities.
• Use Contact Centre tools to gather data and analyse trends or patterns affecting quality and performance.
• Collaborates with fellow call quality team members to identify and streamline processes and implement process standards that enhance service delivery and the customer experience.
• Develop dashboards and reports highlighting customer experience trends.
• Monitor key customer metrics including NPS, CSAT, SLA, AHT, Complaint Resolution TAT and First Contact Resolution.

Knowledge, experience and qualifications required:

• Any Social Science or Statistics Degree from a recognized university.
• 2-3 years’ experience in Quality Assurance, Customer Experience, Customer Insights or Contact Centre Quality.
• Experience analysing customer data and presenting insights.
• Knowledge of quality assurance frameworks. 
• Good understanding of customer metrics
• Excellent Knowledge of Britam products and services 
• Excellent oral, written and interpersonal communication skills 
• Strong knowledge of customer care processes and techniques.
• Must have good analytical skills as well as decision making abilities.
• Good organizational and planning skills.