PURPOSE:
Reporting to the Group Head of Customer Experience, the Quality Assurance Manager is tasked with entrenching prudent Consumer Protection practices, conducting Voice of the Customer analysis and ensuring adherence to set standards across people, products, processes, and systems that serve the Customer. The role also encompasses adherence to controls set by functions such as audit, compliance, risk and external regulatory requirements.
PRIMARY RESPONSIBILITIES:
- Voice of Customer
- Supports the Group’s Customer Experience strategy by monitoring, measuring, reporting and proposing appropriate interventions on the Quality of Service across all customer touch points. Apply customer experience metrics as required, by ensuring VOC surveys are conducted and reports released on time.
- Identify service gaps through survey feedback and generating insights that will support in improving service delivery.
- Analyze key customer data to prioritize journey mapping exercises
- Interpret customer data (both quantitative and qualitative) as well as internal data to help inform customer experience strategy.
- Reporting
- Business lead for CX dashboard reporting and the interpretation of CX metrics, recognizing relevant relationships and insights to be communicated to executives, teams, and business partners on a timely, accurate and proactive basis
- Daily, Monthly, Quarterly and Executive Summary performance reports for Customer Experience Department, as well as ad hoc requests.
- Ensure timely and accurate monthly and other periodic risk reporting through RUniverse
- Quality Assurance:
- Ensure delivery of comprehensive controls covering Complaints Management, Service Quality and all the key business requirements within Customer Experience and ensuring that any gaps in the review process are identified and escalated based on sampling. Service Quality checks on Complaints Management across the business by tracking SLAs.
- Review quality of Contact Centre agents across all touch points, and ensuring adherence to procedures and policies.
- Controls (Audit, Risk and Compliance):
- Ensure that all activities and duties are carried out in full compliance with Customer Experience procedures, regulatory requirements, Enterprise-Wide Risk management framework and internal policies and policy standards.
- Undertake periodic checks to test adherence to and sustainability of remediation actions arising from audit, regulatory checks, and balances.
- Ensure all controls reports are availed on time and when required.
| Key Skills, Knowledge, Experience and Behavioural Competencies | ||||||||||||||||||||||||||||||||||||||||||||
| These are defined as;
Academic and Professional Requirements
Experience Required:
Qualifications, Skills and Competencies:
Behavioural Competencies These are defined as:
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| CIC Insurance Values | ||||||||||||||||||||||||||||||||||||||||||||
| CIC insurance Group is committed to providing excellent service, spur further growth and employees are required to align their behaviour to the following core values as critical to driving their performance;
· Integrity- Be fair and transparent · Dynamism- Be passionate and innovative · Performance- Be efficient and results driven · Co-operation- Live the Co-operative spirit |
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Job Profile Sign-Off
In the performance of their respective tasks and duties, all employees are expected to conform to the following;
- Perform quality work within deadlines, right first time with or without direct supervision.
- Interact professionally with other employees, customers and suppliers.
- Work effectively as a team contributor on all assignments.
- Work independently while understanding the necessity for communicating and co-coordinating work efforts with other employees and organizations.
- Unconditional positive regard for customers.
If you have the aforementioned professional and academic qualifications and you are ready to execute the above mandate, strictly apply through: https://careers.cicinsurancegroup.com/ clearly indicating the position being applied for.
The application should reach us by close of business on 27th January, 2025. Please note only short-listed candidates will be contacted. If you do not hear from us by 28th February, 2025 consider your application unsuccessful.
N/B: This job advert is open to both internal and external candidates.