Service Measurement Analyst (Call Center Unit) at Workforce Group

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