Job Summary
To provide specialist advise and support in the assessment and evaluation of processes and work outputs to ensure compliance and adherence to business rules and legislation, through the execution of predefined objectives as per agreed (SOPs). Selecting this role has a compensation & benefit impact in Ghana, Botswana. Please contact Reward for details.
Job Description
Main accountabilities
Operating Strategy
- Perform daily Quality Assurance at the Contact Center
- Communicate Quality Assurance outcomes with recommended actions
- Collaborate with Contact Center Supervisor to Motivate & inspire staff to improve service levels, through implementation of service initiatives & ongoing coaching.
- Identify systems & processes which create barriers to serving customers & improve/eliminate these to create value for customers.
- Engagement with key stakeholders to support improve service experience at the Customer Service Unit.
- Ensure 80% of all complaints are handled and resolved within Promotes and maintain high quality and level of integrity, professional service-oriented company’s image among users
- Develop and maintain a central repository for all policies and procedures. Implement necessary organizational mechanisms to keep repository updated and relevant.
- Perform Awareness calling and Mystery shopping tasks and set an action.
- Perform analysis of the available MIs and provide necessary support (Material & Human Capacity) to ensure complaints and queries are resolved within 5 days to achieve 80% FPOC and 95% overall resolution rate
- Data Analysis: Collecting and analyzing customer feedback and interaction data is essential. This analysis helps identify trends, areas for improvement, and potential training needs for contact center agents.
- Training and Development: The Service Quality Officer often facilitates training workshops aimed at improving service delivery among staff. They work closely with team members to implement best practices and enhance the skills necessary for providing exceptional customer service.
- Reporting: Regularly compiling reports on service quality metrics, customer satisfaction scores, and agent performance is a critical task. These reports are shared with management to inform strategic decisions and operational improvements.
- Customer Engagement: Engaging with customers directly to gather insights about their experiences helps the officer understand pain points and expectations. This feedback is vital for refining service delivery strategies.
Centre Of Excellence
- Assist business units in identifying and analyze skill gaps to the business units for appropriate actions.
- Roll-out service improvement initiatives as assigned by the Service Quality and Governance Manager, including creating training and communication material.
- Conduct Coaching on the areas of improvement for the staff performed below the target and feedback session on their general performances.
- Act as a role model in terms of both delivery and behavior for all staff in Quality team.
- Demonstrate total commitment to the personal and professional development of all members of the Quality Team
Business Development
- Ensure there is 100% to Schedule adherence and Company Policy, Process and Procedures by the Front Liners to provide +1 customer experience.
- Identify systems & processes which create barriers to serving customers & improve/eliminate these to create value for customers.
- Provide ongoing feedback on quality of customer service offered.
- Perform snap checks throughout branch networks for improved service efficiency
Service Improvement
- Proactive daily quality assessment to the Branch network and monitoring of the First Contact Resolution (FCR) over all received Queries (100% target).
- Analyzing Customer service reports as per formal customer surveys / Customer Feedback System and create recommendations for service improvement.
- Perform and coordinate branch visits and interact with branch staff in the frontline to understand their perception of service issues and ensure that the feedback is incorporated in the overall service analysis conducted for service improvements.
- Participate in induction training of all new bank staff by presenting the principles of customer service and any specific initiatives to new joiners.
- Participate in product simulation and ensure product knowledge and product information are well communicated to the Retail Branch networks.
- Perform weekly quality checks on all weekly closed complaints and provide reports with comments for improvements
Competitors Performance on Service Front
- Table out our service offering against the competitors to get the right bench marking in the market
- Address action steps for areas where we are performing below the competitors / market as to how we can raise the bar above what the competitors are offering
Reporting & Control
- Ensure timely periodical reports are produced with 100% accuracy and submitted with recommendations for appropriate management decision making: (Calling Awareness, Quality Assurance and Quality call – Recorded Call Quality Snap check).
- Ensure close monitoring of the branch operations on Service Quality (QoS) offered and recommend for improvements
- Execute duties diligently as would be guided by the Line Manager
Risk and Controls Objectives
- Manage risk and control effectively by applying applicable risk frameworks and embedding a positive risk culture
- Understanding of own role in the end-to-end processes in which you play a part, including applicable risks and controls.
- Adhere to Absa’s policies and procedures applicable to own role, demonstrating sound judgement and responsible risk management.
- Report all risk events / incidents / issues using the defined process for your business area and help to understand why these happened and how to prevent them in future. Proactively look for ways to improve the control environment by considering what could go wrong in the processes you operate and how errors could be prevented.
- All mandatory training completed to deadline
Technical skills / Competencies
- Role holder will be required to be ‘Advanced’ in the majority of Absa competencies:
- Vision and direction.
- Personal impact/performance climate.
- Communication/influence.
- Stakeholder management.
- Drive for results.
- Technical skills and knowledge.
Knowledge, Expertise and Experience
Essential
- Demonstrable track record of successfully delivering change initiatives
- Minimum of 2 years on the same field.
Preferred
- Understanding of all frontline and other technical support systems
- Knowledge of competitor and market activity in local area
- Capable to undergo products training awareness.
- Ability to work independently with minimal supervision.
- Excellent understanding of the Tracker System for follow-up and feedback.
- Ability to perform customer service training
- At least 2 years’ experience directly in a service environment, preferably in the financial services sector.
- Ability to handle bitter/ upset and angry customers
- Commitment and ability to work under pressure
- Previous service-orientated, customer-facing role
- Front line experience
*Entrants without formal accreditation will be expected to achieve accreditation within 1 year of entry proven coaching and development skills Preferred
Absa Values
Absa’s Values and Behaviors represent the set of standards which governs the actions of all of us who work for the bank and against which the performance of every one of us in Absa are being assessed and rewarded:
- Trust
- Resourceful
- Stewardship
- Inclusive
- Courage
Education
Further Education and Training Certificate (FETC): Business, Commerce and Management Studies (Required)
