Summary
Date Posted: Tuesday, January 18, 2022 , Base Salary: Not Disclosed

JOB DETAILS:
Our client in the banking industry is looking for a Complaint Management & Quality Assurance Officer to join their team

Responsibilities
• Ensure the end-to-end resolution of primary and secondary complaints, liaising with relevant stakeholders as required
• Support the design and implementation of proactive strategies and techniques for customer engagement on issue resolution across different customer segments
• Partner with key stakeholders including legal/compliance teams to drive the establishment of an effective complaints handling process that proactively manages risks
• Develop and harmonize Service Level Agreements and ensure that resolution of complaints are within the SLAs
• Manage a diverse range of complex complaints and disputes
• Monitor complaint volumes & ratio by product/journey/channels to identify any emerging issues
• Identify appropriate quality process solutions to address customer issues
• Monitor and analyze statistics and trends on customer complaints across affiliates
• Perform regulatory analyses and other related activities
• Work with external regulatory stakeholders in relation to issue handling and monitoring
• Prepare regular reports on complaints statistics, trends, escalations, and any other timely information
• Managing day to day Contact Centre activities as per the defined KPIs
• Conduct specialized outbound campaigns as per request
• Monitor quality of customer interactions and TAT on inbound, outbound, FAQs and email channels
• Hold weekly team meetings to discuss business changes, direction and gather customer feedback on products and services, and follow up with suggestions for improvement
• Drive a culture of ensuring that all complaints received are registered and logged in the Bank’s Customer Relationship Management (CRM) and unique numbers assigned to customers for purposes of traceability of complaint, single view, and trend analysis
• Drive a process to ensure that customers have access to adequate information on complaints’ handling process and escalation mechanisms that are easily accessible, clearly explained, independent, fair, accountable, timely and efficient
• Conduct regular skills gap analysis and arrange for monthly training on the identified areas
• Work with stakeholders to ensure customers provide regular feedback on their level of satisfaction of the timeliness and effectiveness of the Bank’s complaint’s management

Quality Assurance
• Conduct root cause analysis of complaints using a diverse range of contextual data from around the business to identify underlying issues
• Analyze root causes of complaints to identify recurring themes and trends and make proposals to the Service Council to assist with organizational continuous improvement programs and initiatives
• Documenting and reporting on product or service customer experience quality levels
• Preparing and implementing quality assurance policies and procedures.

Key Skills
• Decision making and Communication skills
• Knowledge of regulatory requirements for complaints resolution
• Complaints handling/management experience

Required Skills
3 Years of Experience

Qualifications
• Experience or exposure to analytical tools such as Power BI
• Proficiency in Microsoft Office Suite and CRM applications
• Incredibly thorough and ability to maintain the highest customer experience quality standards
• Proven track record for resolving customer complaints, analysing and improving processes
• Bachelor’s degree in Social Sciences, Information Systems, Operations Management, Banking & Finance Management or related field backed-up by relevant experience;
• 3-5 years’ work experience in Contact Center, quality and/or performance improvement function; experience in Managing Contact Center is a plus.

Additional Requirements
• Banking
• CustomerService

Work Hours: 8

Experience in Months: 36

Level of Education: Bachelor Degree

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