Background information about the job or company (e.g., role context, company overview)

Britam is a leading diversified financial services group, listed on the Nairobi Securities Exchange. The group has interests across the Eastern and Southern Africa region, with operations in Kenya, Uganda, Tanzania, Rwanda, South Sudan, Mozambique and Malawi. The group offers a wide range of financial products and services in Insurance, Asset management, Ban...

Responsibilities or duties

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.

Qualifications or requirements (e.g., education, skills)

Any Social Science or Statistics Degree from a recognized university.

Knowledge of quality assurance frameworks.

Good understanding of customer metrics

Excellent Knowledge of Britam products and services

Excellent oral, written and interpersonal communication skills

Strong knowledge of customer care processes and techniques.

Must have good analytical skills as well as decision making abilities.

Good organizational and planning skills.

Experience needed

2-3 years' experience in Quality Assurance, Customer Experience, Customer Insights or Contact Centre Quality.

Experience analysing customer data and presenting insights.

• Coordinate the Voice of Customer programme across Kenya and regional markets.
• Design, administer and monitor customer surveys (NPS, CSAT, CES and other feedback mechanisms).
• Consolidate customer feedback from multiple listening channels.
• Monitor customer sentiment and identify emerging trends.
• Ensure timely dissemination of customer feedback to business units.
• Analyse/audit service incident data, emails, voice recordings, and customer surveys to identify areas of service delivery that did not meet pre-established performance standards.
• Develop and conduct targeted group coaching sessions for agents that address Service Quality deficiencies and/or improvement opportunities.
• Use customer service expertise to assess existing practices and procedures for process improvement opportunities.
• Use Contact Centre tools to gather data and analyse trends or patterns affecting quality and performance.
• Collaborates with fellow call quality team members to identify and streamline processes and implement process standards that enhance service delivery and the customer experience.
• Develop dashboards and reports highlighting customer experience trends.
• Monitor key customer metrics including NPS, CSAT, SLA, AHT, Complaint Resolution TAT and First Contact Resolution.

• Analytical skills
• Decision making abilities
• Organizational skills
• Planning skills
• Communication skills
• Interpersonal skills

• Any Social Science or Statistics Degree from a recognized university.
• 2-3 years' experience in Quality Assurance, Customer Experience, Customer Insights or Contact Centre Quality.
• Experience analysing customer data and presenting insights.
• Knowledge of quality assurance frameworks.
• Good understanding of customer metrics
• Excellent Knowledge of Britam products and services
• Excellent oral, written and interpersonal communication skills
• Strong knowledge of customer care processes and techniques.
• Good analytical skills
• Decision making abilities
• Good organizational and planning skills.