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Opening for Quality Control/ Service Measurement Analyst


Quality Control/ Service Measurement Analyst

Lagos , Nigeria

Description

• Design and develop metrics that will support and drive desired service culture test and assess customer complaint management processes across experience centers to ensure it aligns with set standards • Measure/Monitor all customer touch points and recommend corrective /preventive actions to close identified gaps • Assist in obtaining and analyze data from all service measurement tools (customer feedbacks, service level agreements etc.) and communicate feedback with an actionable recommendation to appropriate teams for implementation • Assist in monitoring and compiling performance reports on service measurement and improvement initiatives across experience centers • Assist in ensuring stakeholder engagement on identified service challenges (i.e. feedback from measurement reports) and run periodic campaign to communicate service measurement attributes across experience centers • Assist to carry out periodic Customer Satisfaction and Service quality index surveys (for both internal and external customers) and recommend appropriate training and development programs based on identified gaps • Assist in coordinating service training and workshops to up-skill experience centers

5 months ago

Job Requirement

we are looking for a candidate who fulfill these requirements

  • • First Degree in any discipline • A Master’s Degree or other professional qualification will be an added advantage • 2-4 years’ cognate experience
  • ISO Certification will be added advantage • Knowledge of Banking’s structures
  • policies
  • processes
  • and procedures • Knowledge of Banking Operations • Knowledge of customer service and service level monitoring • Knowledge of all Company’s full range of products • Knowledge of regulations governing the management of financial services • Knowledge of the Code of Banking Practice • Knowledge of what constitutes effective service delivery • Knowledge of the Bank’s operating environment and business strategy


Perks

• Proficient computer skills. • Experience with CRM preferred. • Proficient with MS Office suites. • Excellent phone etiquette. • Outstanding communication skills both verbal and written. • Strong people skills.

Full Time

Relevant Jobs
  • Industry: Banking
  • Catagory: Customer Service
  • Location: Lagos , Nigeria
  • Start Date: 2019-07-11 04:07:11