I&M Bank Contact Centre Monitoring & Quality Assurance Analyst

I&M Bank is a leading financial institution in East Africa, committed to delivering exceptional customer experiences and innovative banking solutions. With a strong focus on quality and customer satisfaction, I&M Bank is seeking a dedicated Contact Centre Monitoring & Quality Assurance Analyst to join their dynamic team in Nairobi.

Job Overview:

The Quality Assurance function plays a crucial role in maintaining I&M Bank’s high standards of customer service. The successful candidate will be responsible for ensuring that Contact Centre representatives adhere to bank standards, procedures, and policies while delivering superior service. This position involves monitoring and assessing all customer interactions across various channels, including voice calls, emails, social media, and complaint resolution.

Key Responsibilities:

1. Monitoring and Evaluation

• – Continuously review and formulate Quality Assurance Templates for assessing customer interactions
• – Conduct real-time and post-interaction monitoring of voice, email, social media engagements, and complaints
• – Evaluate interactions based on I&M Bank Contact Centre standards

2. Feedback and Coaching

• – Provide real-time feedback to Contact Centre representatives
• – Conduct one-on-one coaching sessions to address improvement areas
• – Identify and share best practices to foster a culture of continuous improvement

3. Training and Development

• – Recommend training and development initiatives based on identified gaps
• – Lead and coordinate corrective training for product, process, and service gaps
• – Onboard new representatives to ensure familiarity with Contact Centre procedures and standards

4. Reporting and Analysis

• – Prepare various Quality Assurance reports, including individual representative dashboards and departmental reports
• – Track individual agents’ action plans and monitor performance improvements
• – Identify and report trends in common and repetitive gaps to the Contact Centre manager

5. Risk and Compliance

• – Ensure all customer interactions comply with regulatory and bank standards, policies, and procedures
• – Identify potential risks in interactions and recommend mitigation strategies

6. Customer Satisfaction Measurement

• – Administer Customer Satisfaction Measurement Surveys through various channels
• – Analyze customer feedback and implement corrective actions where necessary

7. Process Improvement

• – Stay updated on industry trends and best practices in Quality Assurance
• – Identify opportunities for product, process, and service improvements based on quality assessments and customer feedback

Key Performance Measures:

• – Quality Assurance Score
• – Mystery Shopping Score
• – Service Level Score
• – Customer Effort Score
• – Audit rating of 2 and above
• – Nil Quality Assurance Repeat Findings

Important Relationships:

• – Customers
• – Senior Management
• – Head Office Support Units
• – All Branches
• – 3rd party Service Providers
• – Industry Stakeholders (Merchants, Other Banks, Telcos, IPSL)

Requirements:

Education:

• – Bachelor’s degree in a business-related field from a recognized university (Minimum 2nd class upper or equivalent)
• – Contact Centre qualifications are desirable

Experience:

• – 2 to 5 years of experience in a Contact Centre within a financial institution, preferably a bank
• – Familiarity with quality assurance functions is an added advantage

Skills and Competencies:

• – Strong customer-centric approach
• – Innovative thinking and ability to challenge the status quo
• – Excellent negotiation and conflict resolution skills
• – High emotional and risk intelligence
• – Change management capabilities
• – Results-oriented and achievement-driven
• – Proactive, flexible, and highly motivated
• – Superior verbal and written communication skills
• – Ability to provide constructive feedback and coaching
• – Strong problem-solving and decision-making skills
• – Efficient and accurate work under deadlines
• – Data analytics proficiency
• – Ability to work independently and collaboratively

What I&M Bank Offers:

• – Competitive salary and benefits package
• – Opportunities for professional growth and career advancement
• – Dynamic and innovative work environment
• – Ongoing training and development programs
• – Chance to contribute to the success of a leading financial institution

How to Apply:

Qualified candidates who meet the above requirements are encouraged to apply for this exciting opportunity. To submit your application, please follow the application process on the I&M Bank careers page or through the designated recruitment platform.

I&M Bank is an equal opportunity employer and values diversity in its workforce. They do not discriminate on the basis of race, color, religion, gender, sexual orientation, national origin, age, disability, or any other protected characteristic.