JOB DETAILS:
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 analysing the quality of service provided to customers.
Key Responsibilities
• Monitor customer interactions including Phone calls, Chats, Emails and In-person interactions to assess the quality of service provided by the bank. Analyze the accuracy , professionalism, and compliance with established procedures in these interactions.
• Design Customer Experience Dashboards to track Service Level Agreements across the bank by channel and department. Monitor Service Standards, Calls and Service pledges across all touch points.
• Collect and analyze data to identify trends and patterns in quality performance. This data will help make informed decisions about process improvements and…
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