Quality Assurance and Reporting Officer (2300005I) – Join Our Team!

Senior Quality Assurance and Reporting Officer (2300005I) – Join Our Team!

Job Description

Job Purpose and Key Responsibilities

Job Purpose:

Are you passionate about delivering exceptional customer experiences? We are seeking a Senior Quality Assurance and Reporting Officer to lead our efforts in assessing service delivery quality across various customer touchpoints within our contact center. In this role, you’ll collaborate with team leaders and managers to identify gaps and recommend improvements to enhance customer satisfaction.

Key Responsibilities:

1. Service Quality Analysis:

• Audit service incident data, emails, voice recordings, and customer surveys to identify performance gaps.
• Offer timely, structured recommendations through verbal or written feedback.

2. Training and Development:

• Conduct mock calls with new hires to assess readiness for live customer interactions.
• Develop targeted group coaching sessions to address Service Quality deficiencies.

3. Process Improvement:

• Utilize your customer service expertise to identify and suggest enhancements to existing practices.

4. Data-Driven Insights:

• Employ Contact Centre tools to gather data and analyze trends affecting quality and performance.

5. Collaboration:

• Collaborate with call quality team members to streamline processes and implement standards for improved service delivery.

6. Scheduling and Support:

• Manage scheduling and load balancing for the Contact Centre.
• Provide afterhours/holiday support for call flow modifications.

7. Training and Reporting:

• Provide training on report and dashboard development to team members and management.

Key Performance Measures: As outlined in your Personal Score Card.

Knowledge, Experience, and Qualifications Required

• Bachelor’s degree in Actuarial Science or Statistics from a recognized university.
• 2-3 years of experience in customer service.
• Excellent understanding of Britam products and services.
• Strong communication skills (oral, written, interpersonal).
• Proficiency in customer care processes and techniques.
• Analytical and decision-making skills.
• Organizational and planning abilities.

Technical/Functional Competencies

• Knowledge of insurance regulatory requirements.
• Familiarity with insurance products.
• Sales and marketing management skills.

Leadership Category Responsibility Framework

As an Emerging Leader in Britam, you will:

• Plan and optimize resources to achieve targets.
• Effectively communicate departmental goals.
• Prioritize tasks and communicate effectively.
• Develop and supervise team members.
• Foster a high-performance culture.
• Monitor and report on objectives.
• Manage and communicate change.

Become a Successful Applicant – Expert Tips

To excel in this role, consider the following tips:

• Showcase your customer service background and analytical skills in your application.
• Highlight your experience in coaching and training teams for improved performance.
• Emphasize your familiarity with insurance products and regulatory requirements.
• Provide examples of process improvement initiatives you’ve led.
• Demonstrate your ability to analyze data and communicate actionable insights.
• Share instances where you’ve collaborated with cross-functional teams.

Join Us!

Be part of our team dedicated to enhancing customer experiences. Apply now and help us deliver exceptional service across all touchpoints.

Primary Location: Nairobi, Kenya Organization: Business Job Type: Permanent Shift: Day Job Contract Type: Full-time Job Posting: August 10, 2023 Unposting Date: August 18, 2023 Number of Openings: 1

Application Deadline: Don’t miss this opportunity to make a significant impact on customer satisfaction. Apply today!