Team Lead - Quality Assurance/Optimization (Contact Center) at FCMB

To ensure operational excellence through accurate reporting, effective training and recruitment, and thorough quality audits, driving continuous improvement and superior customer experience across all contact center channels.

Accountability

• Support the efficient management of the Bank’s Contact Centre.
• Ensure quality and promptness in preparation and rendition of reports (Daily, weekly, Monthly CC Quality performance report.
• Coordination of External/Internal Audit e.g. ISO, GIA. Control, etc.
• Review/ analysis of quality reports relating to performance, conduct root cause analysis and identification of improvement areas for training purposes.
• Proffer Quality solutions to customers and resolution of escalated feedback
• Ensure periodic Sop’s and TAT Book Review
• Coordination Of On-Boarding/refresher training for all CC. staff
• Interaction audits across channels in the Contact Centre
• Training/coaching session for the entire team.
• Performance review/contract renewal process
• Monitor the Call Centre daily operations, by ensuring service delivery standards on quality, AHT, headcount replacement (resignation) is met and maintained in line with company defined objectives

Requirements

• 2+ years of Banking experience
• 1+ years of work experience with Call Quality
• 1+ years of experience in Customer Service