Quality Control/ Service Measurement Analyst (Call Center Unit) at Workforce Group

Workforce Group - Our client in the Banking sector is currently headhunting for a suitable candidate to fill the position below:Job Title: Quality Control/ Service Measurement Analyst (Call Center Unit)Location: LagosJob SummaryThe Service Measurement Analyst will be responsible for creating and executing service measurement parameters across all touch-points in line with established procedures and quality control standards.Collaborate with other teams in the Bank to implement service improvement initiatives.Job ResponsibilitiesDesign and develop metrics that will support and drive the banks’ desired service cultureTest and access customer complaint management processes across experience centers to make sure it aligns with a set standards.Measure/Monitor all customer touch points and recommend corrective /preventive actions to close identified gaps.Assist in obtaining and analyzing data from all service measurement tools (customer feedbacks, service level agreements etc.) and communicate feedback with the recommendation to appropriate teams for implementation.Assist in monitoring and compiling performance reports on service measurement and improvement initiatives across experience centers.Assist in ensuring stakeholder engagement on identified service challenges (i.e. feedback from measurement reports) and run periodic campaign to communicate service measurement attributes across experience centers.Assist to carry out periodic Customer Satisfaction and Service Quality Index surveys (for both internal and external customers) and recommend appropriate training and development programs based on identified gaps.Assist in coordinating service training and workshops to up-skill experience centers. 

Apply at https://ngcareers.com/job/2019-07/quality-control-service-measurement-analyst-call-center-unit-at-workforce-group-739/