Service Measurement and Improvement Analyst at Workforce Group

Description

• Design and develop metrics that will support and drive desired service culture test and assess customer complaint management processes across experience centers to ensure it aligns with set standards
• Measure/Monitor all customer touch points and recommend corrective /preventive actions to close identified gaps
• Assist in obtaining and analyze data from all service measurement tools (customer feedbacks, service level agreements etc.) and communicate feedback with an actionable 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
• A Master's Degree or other professional qualification will be an added advantage
• 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 constitutes effective service delivery
• Knowledge of the Bank’s operating environment and business strategy.

Perks:

• Proficient computer skills.
• Experience with CRM preferred.
• Proficient with MS Office suites.
• Excellent phone etiquette.
• Outstanding communication skills both verbal and written.
• Strong people skills.