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 agreed internal standard and international best practice.

Job Responsibilities

• Ensure that set standards on call and email handling is 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 Requirements

• First Degree in any discipline
• 28 years and below
• 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 Bank’s operating environment and business strategy.