Job Description
Key Responsibilities:
Ensure Quality Resolutions: Oversee and validate the resolutions provided by Fulfillment Units/Officers, ensuring they are timely, complete, and appropriately aligned with customer concerns.Case Review & Compliance: Conduct thorough reviews of handled cases to ensure adherence to bank processes, regulatory requirements, and internal quality standards.Error Monitoring & Improvement: Track case-handling errors and drive timely implementation of corrective and preventive actions to enhance service delivery.Reporting & Analytics: Prepare, analyze and submit accurate reports (e.g.: productivity, service level, error, etc.) other required documentation within set deadlines. Qualifications:
Bachelor’s degree holder in any relevant field.Minimum of 5 years’ experience in a Contact Center or Customer Service role within the local banking industry.