JOB DETAILS:
Job Purpose
• To ensure that all aspects of customer interactions and experiences meet or exceed established standards. The role is crucial in maintaining and improving customer satisfaction by monitoring, evaluating, and analysing the quality of service provided to customers.

Key Responsibilities
• Monitor customer interactions including Phone calls, Chats, Emails and In-person interactions to assess the quality of service provided by the bank. Analyze the accuracy , professionalism, and compliance with established procedures in these interactions.
• Design Customer Experience Dashboards to track Service Level Agreements across the bank by channel and department. Monitor Service Standards, Calls and Service pledges across all touch points.

• Collect and analyze data to identify trends and patterns in quality performance. This data will help make informed decisions about process improvements and corrective actions.

• Provide insights from dashboards created, highlight interventions, propose trainings or actions for improvements based on Voice of the customer analytics within the bank.
• Perform Health checks, Call Monitoring, Relationship Management Checks and Outbound Call coaching for teachable moments. Track customer surveys such as NPS, CES and Customer Satisfaction.

• Ensure adherence to regulatory and compliance requirements related to customer interactions. Stay updated on relevant banking laws and regulations and provide necessary training & support to bank staff.

• Audit contact centre activities to ensure fair, accurate and timely representation of the bank’s customer journey and solutions. Follow through end-to-end escalations from the contact centre and branches.
• Evaluate Customer Experience Suppliers and Vendors to ensure they meet quality requirements. This includes conducting quality assessments, performing quarterly reviews and maintaining appropriate records.

• Handle the risk reporting of the unit, implement service audits making databased recommendations for recognition and penalties for desired accountability.
• Generate periodic reports to provide insights into the effectiveness of quality assurance initiatives and other relevant metrics.
• Support the Customer Experience Manager to design and deliver training programs that address identified gaps in customer service & experience.
• Assess the overall Customer Experience to identify gaps or inconsistencies that may impact customer satisfaction and evaluate the effectiveness of bank systems, processes, and procedures in addressing customer needs & expectations.
• Report SLA Performance for Internal departments, Branches on daily, weekly, and monthly basis.

Academic & Professional
• Bachelor's Degree from a recognized University.
• Professional Qualifications in Database management or Sales & Marketing is an added advantage.
• Master's degree in business administration is desirable.