Team Lead – Quality Assurance/Optimization (Contact Center) at FCMB – Apply Now

To ensure operational excellence through accurate reporting, effective training and recruitment, and thorough quality audits, driving continuous improvement and superior customer experience across all contact center channels.

Accountability

• Support the efficient management of the Bank’s Contact Centre.
• Ensure quality and promptness in preparation and rendition of reports (Daily, weekly, Monthly CC Quality performance report.
• Coordination of External/Internal Audit e.g. ISO, GIA. Control, etc.
• Review/ analysis of quality reports relating to performance, conduct root cause analysis and identification of improvement areas for training purposes.
• Proffer Quality solutions to customers and resolution of escalated feedback
• Ensure periodic Sop’s and TAT Book Review
• Coordination Of On-Boarding/refresher training for all CC. staff
• Interaction audits across channels in the Contact Centre
• Training/coaching session for the entire team.
• Performance review/contract renewal process
• Monitor the Call Centre daily operations, by ensuring service delivery standards on quality, AHT, headcount replacement (resignation) is met and maintained in line with company defined objectives

Requirements

• 2+ years of Banking experience
• 1+ years of work experience with Call Quality
• 1+ years of experience in Customer Service