Quality Assurance Officer – KCB Bank Uganda

Company: KCB Bank Uganda
Deadline: May 8th, 2024

Job Purpose:
To ensure that all aspects of customer interactions and experiences meet or exceed established standards. The role is crucial in maintaining and improving customer satisfaction by monitoring, evaluating, and analyzing the quality of service provided to customers.

Key Responsibilities:

1. Monitor customer interactions including phone calls, chats, emails, and in-person interactions to assess the quality of service provided by the bank.
2. Design Customer Experience Dashboards to track Service Level Agreements across the bank by channel and department.
3. Collect and analyze data to identify trends and patterns in quality performance.
4. Provide insights from dashboards created, highlight interventions, propose trainings or actions for improvements based on Voice of the customer analytics within the bank.
5. Perform Health checks, Call Monitoring, Relationship Management Checks, and Outbound Call coaching for teachable moments.
6. Ensure adherence to regulatory and compliance requirements related to customer interactions.
7. Audit contact center activities to ensure fair, accurate, and timely representation of the bank’s customer journey and solutions.
8. Evaluate Customer Experience Suppliers and Vendors to ensure they meet quality requirements.
9. Handle the risk reporting of the unit, implement service audits making database recommendations for recognition and penalties for desired accountability.
10. Generate periodic reports to provide insights into the effectiveness of quality assurance initiatives and other relevant metrics.
11. Support the Customer Experience Manager to design and deliver training programs.
12. Assess the overall Customer Experience to identify gaps or inconsistencies that may impact customer satisfaction.
13. Report SLA Performance for Internal departments, Branches on daily, weekly, and monthly basis.

Academic & Professional Requirements:

• Bachelor’s Degree from a recognized University.
• Professional Qualifications in Database management or Sales & Marketing is an added advantage.
• Master’s degree in business administration is desirable.

How to Apply:
Interested candidates should apply through the KCB Bank Uganda Career Portal here.