Contact Center - Quality Assurance

To ensure customer service needs are met by monitoring all interactions in the Contact Center.

Functions & Responsibilities

• Coaching and mentoring of direct reports
• Carrying out performance appraisals at appropriate times.
• Oversee and assist in resolving escalated operational and customer service issues.
• Provide day-to-day supervision and guidance of direct reports
• Identify individual and group training needs which are promptly addressed through EMS sessions and classroom training.
• Ensure all subordinates comply with documented rules, regulations & operational processes.
• Compiling, analyzing and distributing statistical and qualitative information relating to the performance and functions of the Contact Center.
• Use call recording applications to ensure adherence to set standards on inbound and outbound calls by Contact Center agents.
• Ensure Agents are rated based on given criteria.
• Report trends relating to all items on the quality evaluation forms within and across the Contact Centre Teams
• Monitor, measure and report on the quality of training delivery in the Contact Centre
• Identify and report on Training needs from the outcome of calls monitoring.
• Ensure a Training calendar is maintained and adhered to.
• Develop, and maintain Standard Operation Procedures.
• Ensure the following QA reports are timely and informative: Call Evaluation, CRM
• Adherence, Agent Attendance, follow up on VOC feedback.
• Liaise with Supervisors on their agents’ performance to ensure improvement.
• Quantitatively evaluates and recommends action plans based on all Contact Center reporting/analysis in order to enhance customer experience and drive operational efficiencies.
• Aid in determining staffing plan, based on call arrival patterns, forecasted phone/e-mail volumes, and agent skill staffing levels.
• Ensure proper training and on-boarding of new hires.
• Communicating new products/process development
• Prepare monthly team-based performance report to identify gaps and improvements.
• Assessing employees’ skills, performance, and productivity to identify areas of improvement (Training Need Identification).
• Regular communications on products and general information that can assist agent perform better on the job.
• Conducting monthly on the job assessment to identify knowledge gaps and bridge same where necessary.
• Identify and report on Training needs from the outcome of calls monitoring.
• Develop and deliver training on identified knowledge gaps.
• Develop individualized and group training programs that address specific business need.

Professional Requirements

• A good university first degree in any discipline
• Minimum of 3 years in a bank and/or corporate solutions and/or payment institution. Experience in cards and electronic business will be an added advantage

Skills / Competence Requirements Required

Knowledge, Skills & Abilities

• Ability to balance department needs with scheduling requests, as well as conduct diplomatic discussions with representatives when unable to accommodate requests
• Ability to exercise independent judgment and assume responsibility while making necessary decisions.
• Ability to handle occasional challenges of quality assurance scoring with management.
• Demonstrated leadership and problem-solving skills.
• Excellent written, verbal and communication skills.
• Excellent organization skills.
• Excellent time management skills.
• Excellent interaction skills.
• Ability to learn and apply skills quickly.
• Ability to work with a diverse group of people and manage a team of Agents

Generic Skills

• Strategic Focus/ Orientation
• Integrity and Discretion
• Initiative/ Proactive
• Entrepreneurship
• Analytical skills / Problem solving
• Resilience, Tenacity and Integrity
• Interpersonal skills
• Communication (oral & written)

Supervisory Skills

• Leadership
• Coaching /Leadership / Influencing
• Initiative/Entrepreneurship/ taking ownership
• Team building / conflict management
• Organization & coordination
• General managerial /administration