Quality Assurance Analyst (Call Center Unit) at Workforce Group

Job Summary: The Quality Assurance Analyst is to ensure the standardization and quality of contact center engagements to meet the agreed internal standard and international best practice.

Job Responsibilities and Duties

• Ensure that set standards on call and email handling are met and calls are handled with excellence.
• Monitor all incoming/outgoing calls and provide regular feedback for training, coaching & mentoring
• Daily monitoring and evaluation of agents’ activities on all Contact Centre channels (Emails, Telephone, Live chat etc.)
• Deliver a consistent approach to standardizing customer interactions.
• Train/coach agents to develop and imbibe excellent call handling skills.
• Develop standard scripts for calls.
• Plan and foresee potential business and operational risks. Initiate plans and actions to mitigate/protect the bank.
• Standardize and Co-ordinate outbound communication campaigns across all touch points by utilizing various methods (Personalized letters, email, SMS).

Prepare and submit bi-weekly and monthly call quality assessment reports for all agents.

Job Requirement:

• First Degree in any discipline
• A Master’s Degree or other professional qualification will be an added advantage
• 1-3 years’ cognate experience
• 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 constitutes effective service delivery
• Knowledge of the Bank’s operating environment and business strategy