The Role holder will be responsible for assessing the quality of service delivery across all customer contact points within the contact centre as well as supporting the team leaders and managers in gap identification and making recommendations to improve customer experience.
Key Responsibilities
Voice of Customer (VoC) Management: Coordinate the Voice of Customer programme across Kenya and regional markets. Design, administer, and monitor customer surveys (NPS, CSAT, CES, and other feedback mechanisms). Consolidate customer feedback from multiple listening channels and monitor sentiment to identify emerging trends.
Feedback Dissemination: Ensure timely dissemination of customer feedback to relevant business units.
Service Quality Auditing: Analyse/audit service incident data, emails, voice recordings, and customer surveys to identify areas of service delivery that did not meet pre-established performance standards.
Coaching and Development: Develop and conduct targeted group coaching sessions for agents that address Service Quality deficiencies and/or improvement opportunities.
Process Improvement: Use customer service expertise to assess existing practices and procedures for process improvement opportunities. Collaborates with fellow call quality team members to identify and streamline processes and implement standards that enhance service delivery.
Reporting & Analytics: Use Contact Centre tools to gather data and analyse trends or patterns affecting quality and performance. Develop dashboards and reports highlighting customer experience trends.
Metric Monitoring: Monitor key customer metrics including NPS, CSAT, SLA, AHT, Complaint Resolution TAT, and First Contact Resolution.
Knowledge, Experience and Qualifications Required
Any Social Science or Statistics Degree from a recognized university.
2-3 years' experience in Quality Assurance, Customer Experience, Customer Insights, or Contact Centre Quality.
Experience analysing customer data and presenting insights.
Knowledge of quality assurance frameworks.
Good understanding of customer metrics.
Excellent Knowledge of Britam products and services.
Excellent oral, written, and interpersonal communication skills.
Strong knowledge of customer care processes and techniques.
Must have good analytical skills as well as decision-making abilities.
Good organizational and planning skills.
How to Apply
Interested and qualified candidates should apply online by visiting the Britam application portal on Britam on britam.taleo.net.
