Workforce Group Limited

Service Measurement Analyst (Call Center Unit)

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Workforce Group Limited is recruiting for Full time Service Measurement Analyst (Call Center Unit)

Job Description

 

Workforce Group - Our client in the Banking sector is currently headhunting for a suitable candidate to fill the position below:

Job Title: Service Measurement Analyst (Call Center Unit)

Location:
 Lagos

Job Summary

  • The 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 Responsibilities

  • Design and develop metrics that will support and drive the banks’ desired service culture
  • Test 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.

 

Job Requirements
Minimum years of experience

2

Qualifications
FSLC /SSCE /JSCE /NABTEB /ADN /OND /ND /NCE /B.Sc /B.Ed /B.Tech
Other Requirements

Job Requirements

  • First Degree in any discipline
  • 28 years and below
  • 2-4 years’ cognate experience
  • ISO Certification will be added advantage
  • Knowledge of Banking’s structures, policies, processes, and procedures
  • Knowledge of Banking Operations
  • Knowledge of customer service and service level monitoring
  • Knowledge of  all Company’s full range of products
  • Knowledge of regulations governing the management of financial services
  • Knowledge of the Code of Banking Practice
  • Knowledge of what is effective service delivery
  • Knowledge of Bank’s operating environment and business strategy

Application Closing Date
30th May, 2019.

How to Apply
Interested and qualified candidates should:
Click here to apply online

Note: Qualified candidates will be invited for an interview as soon as possible

This job is no longer accepting applications.

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About Workforce Group Limited
Workforce Group is a diversified Human Capital, Outsourcing and Business Consulting firm focused on helping organisations succeed.Founded in 2004, we have built a firm uniquely positioned to assist businesses in their quest to create sustainable value for their customers and stakeholders. Leveraging on our cross-industry and cross-functional expertise, we are known for our ability to consistently adopt a thorough approach in understanding peculiar client needs and consequently deploy customised ...
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Job Summary
Published
May 7, 2019
Offer Type
Full time
Experience
Minimum of 2years
Location
Lagos
Deadline
May 30, 2019
Specialization
Quality Analyst / Quality Control
Industries
Banking / Financial Services
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