Job Purpose:

• The role will be directly responsible for managing service experience quality assurance and complaints management across the organization.
• The role will assess the quality of service delivery across all customer touchpoints 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 will also ensure that all complaints are captured in the centralized complaints management system and that they are thoroughly investigated ensuring a fair outcome for customers as well as identifying thematic issues and working with various stakeholders to formulate actions to resolve the matters at the root cause.

Key responsibilities:

• Ensure the accurate recording, tracking, monitoring, and analysis of all complaints made to the Complaints Management Unit.
• Ensure complaints are investigated thoroughly within a timely fashion; communicating respectfully and empathetically with complainants.
• Analyse complaint data to identify continuous improvement actions and work with the business and operation teams to implement these actions.
• Ensure learning from complaints is embedded and changes are made to improve service delivery.
• Support the development of training modules related to complaints and issues.
• Prepare and distribute complaint reports to relevant stakeholders as required.
• Oversee quality assurance of service incident data, emails, voice recordings, and customer surveys to identify areas of service delivery that did not meet pre-established performance standards.
• Provide structured and timely recommendations; verbal and/or written feedback.
• Perform mock calls with new hires post-training to determine readiness for moving into frontline live environment.
• Develop and conduct targeted group coaching sessions for contact centre agents, back office teams, branch staff and complaints management unit that address Service Quality deficiencies and/or improvement opportunities.
• Use customer service expertise to assess existing practices and procedures for process improvement opportunities.
• Use Customer Experience tools to gather data and analyze trends or patterns affecting quality and performance.
• Collaborates with stakeholders to identify and streamline processes and implement process standards that enhance overall service delivery.
• Provide training on report and dashboard development to team members and management as needed.

Key Performance Measures:
As described in your Personal Score Card.

Knowledge, experience and qualifications required

• University degree from a recognized institution.
• Minimum of 3 years’ experience in managing customer complaints and quality assurance within the financial services industry.
• Excellent relationship development skills applied within a customer service role.
• Excellent written and verbal communication.
• Ability to create Executive Level Presentations for Topic Discussions.
• Strong interpersonal and negotiation skills.
• Build rapport and establish relationships with internal and external stakeholders using a collaborative manner to achieve desired results.
• Strong customers/stakeholders engagement and management skills.
• Proven ability to multi-task and prioritise tasks – in particular the ability to support and prioritise tasks from more than one team member.
• High level attention to details and commitment to quality.
• A demonstrated understanding of how efficient process and correct behaviour enable excellent customer service.
• Ability to interpret data and conduct root/cause analysis to reduce wastage/improve performance.
• Ability to manage high volumes and lead a team to work effectively under pressure and/or through a significant change event.