MOMENTUM CREDIT CLIENT EXPERIENCE QUALITY ANALYST JOB-APPLICATION DEADLINE 25TH JUNE 2021

  • Full Time
  • NAIROBI

Company Details

Client Experience Quality Analyst

Client Experience Quality Analyst Job

Job description
Role Summary  

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This is a great opportunity to take ownership and grow with Kenya’s leading non-bank lender. Reporting to the Client Experience Officer you will be responsible for designing effective client touch points (phone, chat, email, social media) to deliver a world class customer experience aligned to the Company’s brand. You will additionally support the brand in delivering on our core values in all our interactions with clients and prospects.

Key Responsibilities 

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  1. Define & implement custom scorecards that reflect the company’s goals and values – recommending effective remedial plans to improve effectiveness of all brand touch points.
  2. Evaluate client experience based on interactions for all outgoing calls, email, chat, and social media responses by comparing them against the defined pre-defined scorecard.
  3. Make interventions for training and process enhancements targeted at improving overall customer experience and brand engagement.
  4. Mine data for trends or discrepancies and make recommendations based on their conclusions
  5. Evaluate the performance of all staff directly interaction with clients against the scorecards key brand values

Degree qualifications
Bachelor’s Degree

Function
Marketing, Advertising & PR

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Industry
Banking, Financial Services & Insurance

Must have skills

  1. Basic data management & analytics skills
  2. Knowledge of key brand touch points
  3. Coaching skills
  4. Knowledge of key customer experience metrics
  5. Exceptional interpersonal skills

To apply for this job please visit www.shortlist.net.

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