Contact Center - Quality Assurance at Access Bank

To ensure customer service needs are met by monitoring all interactions in the Contact Center.

Functions & Responsibilities


Coaching and mentoring of direct reports
Carrying out performance appraisals at appropriate times.
Oversee and assist in resolving escalated operational and customer service issues.
Provide day-to-day supervision and guidance of direct reports
Identify individual and group training needs which are promptly addressed through EMS sessions and classroom training.
Ensure all subordinates comply with documented rules, regulations & operational processes.
Compiling, analyzing and distributing statistical and qualitative information relating to the performance and functions of the Contact Center.
Use call recording applications to ensure adherence to set standards on inbound and outbound calls by Contact Center agents.
Ensure Agents are rated based on given criteria.
Report trends relating to all items on the quality evaluation forms within and across the Contact Centre Teams
Monitor, measure and report on the quality of training delivery in the Contact Centre
Identify and report on Training needs from the outcome of calls monitoring.
Ensure a Training calendar is maintained and adhered to.
Develop, and maintain Standard Operation Procedures.
Ensure the following QA reports are timely and informative: Call Evaluation, CRM
Adherence, Agent Attendance, follow up on VOC feedback.
Liaise with Supervisors on their agents' performance to ensure improvement.
Quantitatively evaluates and recommends action plans based on all Contact Center reporting/analysis in order to enhance customer experience and drive operational efficiencies.
Aid in determining staffing plan, based on call arrival patterns, forecasted phone/e-mail volumes, and agent skill staffing levels.
Ensure proper training and on-boarding of new hires.
Communicating new products/process development
Prepare monthly team-based performance report to identify gaps and improvements.
Assessing employees' skills, performance, and productivity to identify areas of improvement (Training Need Identification).
Regular communications on products and general information that can assist agent perform better on the job.
Conducting monthly on the job assessment to identify knowledge gaps and bridge same where necessary.
Identify and report on Training needs from the outcome of calls monitoring.
Develop and deliver training on identified knowledge gaps.
Develop individualized and group training programs that address specific business need.


Requirements

Professional Requirements


A good university first degree in any discipline
Minimum of 3 years in a bank and/or corporate solutions and/or payment institution. Experience in cards and electronic business will be an added advantage


Skills / Competence Requirements Required

Knowledge, Skills & Abilities


Ability to balance department needs with scheduling requests, as well as conduct diplomatic discussions with representatives when unable to accommodate requests
Ability to exercise independent judgment and assume responsibility while making necessary decisions.
Ability to handle occasional challenges of quality assurance scoring with management.
Demonstrated leadership and problem-solving skills.
Excellent written, verbal and communication skills.
Excellent organization skills.
Excellent time management skills.
Excellent interaction skills.
Ability to learn and apply skills quickly.
Ability to work with a diverse group of people and manage a team of Agents


Generic Skills


Strategic Focus/ Orientation
Integrity and Discretion
Initiative/ Proactive
Entrepreneurship
Analytical skills / Problem solving
Resilience, Tenacity and Integrity
Interpersonal skills
Communication (oral & written)


Supervisory Skills


Leadership
Coaching /Leadership / Influencing
Initiative/Entrepreneurship/ taking ownership
Team building / conflict management
Organization & coordination
General managerial /administration