Job Purpose
- The Role holder will be responsible for assessing the quality-of-service delivery across all customer contact points within contact centre as well as support the team leaders and managers in gap identification and make recommendations to improve on customer experience.
- The role requires multiskilling capabilities, adaptability to assigned responsibilities, and a commitment to upholding the highest service standards while continuously improving processes and customer experiences.
Key Responsibilities
- Monitor Service Quality: Evaluate customer interactions across the Contact Centre and omnichannel platforms to ensure adherence to company standards, provide coaching to agents, and analyze trends for continuous improvement.
- Generate Reports: Compile detailed performance metrics, including SLA, AHT, CSAT, and NPS, to create actionable reports that highlight strengths and areas of improvement. Resolve customer issues effectively at the first point of contact.
- Conduct Surveys: Design, distribute, and manage customer satisfaction and feedback surveys to gather insights on service delivery. Meet team and departmental targets (SLAs and KPIs).
- Analyze Feedback: Evaluate survey responses to identify recurring themes, customer pain points, and opportunities to enhance the service experience. Manage bulk communications like SMS and email campaigns.
- Ensure Compliance: Conduct regular audits to verify adherence to service protocols, policies, and regulatory requirements across all channels. Participate in service improvement initiatives and provide feedback for better customer experiences.
- Provide Recommendations: Develop and present actionable insights and strategies to management based on quality evaluations and survey data.
- Track Improvement: Monitor the implementation of quality improvement initiatives, track their effectiveness, and recommend further adjustments where necessary.
- Support Training: Identify gaps in agent performance and collaborate with training teams to develop targeted coaching plans and resources to address those needs.
- Maintain Documentation: Ensure accurate record-keeping of quality evaluations, survey results, and action plans to support data-driven decision-making and compliance reviews.
- Collaborate with Teams: Partner with operational, training, and management teams to share insights, align goals, and foster a culture of continuous improvement in the customer experience.
Key Performance Measures
- High customer satisfaction (CSAT) scores.
- Resolve customer issues on the first contact (FCR).
- Meet response and resolution time targets (SLA).
- Maintain high-quality interactions (QA scores).
- Achieve daily and monthly productivity goals.
- Handle escalations quickly and effectively.
- Manage all communication channels efficiently (calls, emails, social media, SMS, WhatsApp).
- Accurately update customer records in CRM.
- Follow all company policies and procedures.
- Successfully handle multiple tasks and channels (multiskilling).
- As described in your Personal Score Card.
- University degree in a social science or business-related field.
- Relevant experience in a call centre and/or Customer Service.
Technical/ Functional Competencies
- Ability to discreetly handle sensitive and confidential information.
- Strong organizational skills: ability to prioritize work and meet deadlines.
- Strong writing, analysis and presentation skills.
- Computer literate (MS Word, PowerPoint and Excel expert).
- Records management.
- Planning and organizational skills.
Primary Location
Kenya-Nairobi-Nairobi
Organization
Britam
Job Level
Entry Level
Job Type
Contractual
Shift
Day Job
Contract Type
Full-time
Job Posting
03-03-2025
Unposting Date
05-03-2025
Number of Openings
2
