Quality Control/ Service Measurement Analyst (Call Center Unit) at Workforce Group


Workforce Group – Our client in the Banking sector is currently headhunting for a suitable candidate to fill the position below:

Job Title: Quality Control/ Service Measurement Analyst (Call Center Unit)

Location:
Lagos

Job Summary
  • The Service Measurement Analyst will be responsible for creating and executing service measurement parameters across all touch-points in line with established procedures and quality control standards.
  • Collaborate with other teams in the Bank to implement service improvement initiatives.
Job Responsibilities
  • Design and develop metrics that will support and drive the banks’ desired service culture
  • Test and access customer complaint management processes across experience centers to make sure it aligns with a set standards.
  • Measure/Monitor all customer touch points and recommend corrective /preventive actions to close identified gaps.
  • Assist in obtaining and analyzing data from all service measurement tools (customer feedbacks, service level agreements etc.) and communicate feedback with the recommendation to appropriate teams for implementation.
  • Assist in monitoring and compiling performance reports on service measurement and improvement initiatives across experience centers.
  • Assist in ensuring stakeholder engagement on identified service challenges (i.e. feedback from measurement reports) and run periodic campaign to communicate service measurement attributes across experience centers.
  • Assist to carry out periodic Customer Satisfaction and Service Quality Index surveys (for both internal and external customers) and recommend appropriate training and development programs based on identified gaps.
  • Assist in coordinating service training and workshops to up-skill experience centers.
Job Requirements
  • First Degree in any discipline
  • 28 years and below
  • 2-4 years’ cognate experience
  • ISO Certification will be added advantage
  • Knowledge of Banking’s structures, policies, processes, and procedures
  • Knowledge of Banking Operations
  • Knowledge of customer service and service level monitoring
  • Knowledge of all Company’s full range of products
  • Knowledge of regulations governing the management of financial services
  • Knowledge of the Code of Banking Practice
  • Knowledge of what is effective service delivery
  • Knowledge of Bank’s operating environment and business strategy
Perks:
  • Proficient computer skills.
  • Experience with CRM preferred.
  • Proficient with MS Office suites.
  • Excellent phone etiquette.
  • Outstanding communication skills both verbal and written.
  • Strong people skills.
Application Closing Date
20th July, 2019.

Method of Application

Interested and qualified candidates should:
Click here to apply online
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