Reporting to the Quality Assurance & Compliance Manager, the Service Quality Analyst will ensure that the quality of customer interactions and experiences meets the company’s standards and objectives. This role focuses on monitoring, analyzing, and improving the quality of customer service and ensuring customer satisfaction. The primary goal is to optimize processes, identify issues, and maintain a high level of service delivery that enhances the overall customer experience.
Key Responsibilities
Monitoring and Evaluation:
Review and assess customer service interactions (e.g., calls, emails, chat) to ensure they meet established standards for quality, compliance, and customer satisfaction.
Track and document performance metrics such as response time, issue resolution time, and customer satisfaction ratings.
Data Analysis and Reporting:
Conduct regular Surveys for CX, and ensure all agreed CX metrics are measured on time.
Compile and analyze quality assurance data to generate performance reports.
Report on customer feedback trends, service issues, and opportunities for improvement.
Use customer satisfaction data (CSAT), Net Promoter Score (NPS), or other customer experience metrics to assess the effectiveness of customer service.
Collaboration and Feedback:
Provide actionable feedback to customer service teams, including call agents, chat representatives, and others involved in customer-facing roles.
Collaborate with team leaders and managers to identify training needs or process improvements based on QA findings.
Conduct quality coaching sessions and training for staff to improve service delivery and performance.
Testing and Validation:
Test new processes, tools, or systems designed to enhance customer experience before they are fully rolled out.
Ensure that customer service initiatives align with customer needs, expectations, and business goals.
Quality Assurance & Controls:
Conduct service quality checks on Complaints Management across the business.
Monitor process adherence and track SLA performance.
Review the quality of Contact Centre agents across all touchpoints and ensure adherence to set standards.
Track leads and ensure they are forwarded to the relevant teams for closure.
Ensure compliance with Customer Experience procedures, regulatory requirements, Enterprise-Wide Risk management framework, and internal policies.
Ensure all controls reports and risk reporting through RUniverse are provided on time.
Requirements
Business-related degree from a recognized University.
Two (2) years or more work experience in customer experience, with at least one (1) year experience specifically in quality assurance.
Adequate knowledge of CRM systems.
Ability to assess large volumes of customer data, identify trends, and translate findings into actionable insights.
Excellent analytical skills to enable resolution of unstructured and complex problems.
Good understanding of Operational Risk Management.
Familiarity with customer service technologies (helpdesk software) and data analysis tools (e.g., Excel, data visualization tools).
Proficient in MS Office Suite.
Strong verbal and written communication skills.
High level of attention to detail.
Customer-centric mindset.
How to Apply
Interested and qualified candidates should apply online through the CIC Insurance careers portal by visiting careers.cicinsurancegroup.com or clicking the application link: Apply Here.
How to Apply
Interested and qualified candidates should apply online through the CIC Insurance careers portal on careers.cicinsurancegroup.com. Alternatively, follow this link to initiate the application: Apply Here.
