Equity Bank Kenya
Description
In line with enhancing career progression of staff and to support business growth, we seek to recruit a qualified, experienced, self-driven, highly motivated, and passionate candidate to fill the position outlined below.
Quality Monitoring Assessment and Coaching
- Optimize on resources.
- Develop quality assessment tools, process, standards and guidelines.
- Manage quality assurance specialists.
- Plan and allocate agents to the quality assurance specialist within acceptable ratios and manage their rotations.
- Conduct quality assurance calibrations.
- Compile and document quality assurance reports.
- Document quality performance trends and recommendation for improvements.
- Monitor quality training and coaching.
- Ensure quality assurance analyst adhere to quality assessments and coaching schedules.
- Compile C_SAT reports and recommendations.
- To conduct ad-hoc quality assurance audits.
Continuous Learning and Knowledge Improvement
- Participate in Contact Centre training sessions.
- Participate in and achieve the expected pass mark levels for the organizational and Contact Centre based e-learning assessments.
- Identify and conduct Training Gap Analysis.
- Facilitate training sessions to share knowledge and information with team and colleagues and recommend areas of improvements in products and services.
- Monitor and ensure the team participate in the organization and departmental eLearning assessment.
Contact Centre Operations and Workforce Management
- Consolidating and preparing of daily, weekly, monthly and yearly reports
- Participating in performance management for agents
- Liaising with supervisors on daily operations
- Monitoring the supervisors on their team and queue management
- Contact center staffing forecasting
- Preparing of Contact Center shifts
Qualifications
- Experience in the bank or a similar role in another organization.
- At least a degree from a recognized university.
- Must be outgoing and a point of contact in sharing best practice with colleagues.
- Must have a consistent performance rating of 3 and above during the 5 years’ experience.
- High level of working knowledge of all the Bank’s retail products, procedures and policies
- Good knowledge of the competition’s products and processes
- Previous experience of working in a contact center environment
- People leadership and management.
- Experience of working under service levels
- Rotational training between all departments in the branch
- Customer Service
- Knowledge in Performance Management
- Experience in Know Your Customer (KYC) requirements /Suspicious Transaction Monitoring/Anti-Money Laundering procedures
- Understanding of Fraud Prevention procedures
- Good product knowledge
- Familiar with HR policies and procedures
- Excellent communication skills
- Vast knowledge of the Bank’s products, services and operations.
- Basic Knowledge of PC literacy within a Windows environment
- A genuine interest in providing excellent Customer Services.
- Working in a problem-solving environment.
- Ability to deliver within stringent turnaround times.
- Ability to work under pressure.
- High level of professionalism, confidentiality and integrity
- PC Skills including Keyboard skills
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To apply for this job please visit equitybank.taleo.net.
