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Opening for Quality Control/ Service Measurement Analyst


Quality Control/ Service Measurement Analyst

Nationwide , 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 years 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
  • BSC


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
  • CATEGORY: Customer Service
  • Location: Nationwide , Nigeria
  • Start Date: 2019-07-11 04:07:11