Quality Assurance Specialist at Kuda Bank

Requirements

We are looking for an experienced Quality Assurance Specialist to develop, implement and maintain a high and consistent level of customer support quality across the CX team.

Responsibilities:

• Participate in the design of interaction monitoring formats and quality standards regularly updating where required
• Conduct timely and objective performance evaluations across all the interaction channels within the CX team
• Provide quality evaluations via remote monitoring of calls (recorded and live calls), live chats, emails, social media channels, ensuring quality delivery on every Analyst-customer interaction
• Use quality monitoring data management tools to compile and track performance at team and individual level
• Ensure compliance to standard operating procedures
• Provide meaningful and constructive feedback and recommendation
• Identify knowledge gap areas and provide regular feedback and coaching to promote increased knowledge and awareness
• Initiate process improvement programs where and when necessary
• Coordinate and facilitate call collaboration sessions for customer operations staff, coaching and alignment purposes to improve of Service Quality
• Prepare and analyze internal and external quality reports for management staff review
• Identify contributors/sources of customer dissatisfaction for briefing and coaching purposes
• Ensure promises made to customers are being fulfilled

Requirements:

• 6-7 years Customer Support experience with a minimum of 4 year in Quality Assurance
• BSc. (MBA, PMP an added Advantage)
• Ability to deal with diverse problems using facts, judgment, and discretion to resolve them
• Have an instinct around anticipating and handling problems, crafting solutions, communicating them to Stakeholders
• Ability to probe effectively for understanding
• Listening attentively to internal customers' complaints and compliments
• Good Analytical skills
• Excellent verbal, written and interpersonal communication skills
• Ability to multitask and successfully operate in a fast-paced environment
• Must adapt well to change and successfully set and adjust priorities as needed
• Must be proficient with Microsoft Office (intermediate Word, Excel, PowerPoint)

Benefits

Why join Kuda?

At Kuda, our people are the heart of our business, so we prioritize your welfare. We offer a wide range of competitive benefits in areas including but not limited to:

• Pension
• Competitive annual leave plus bank holidays
• Group life insurance
• Health insurance
• L&D training
• We are advocates of work-life balance and offer a 3 day per week remote working option