CUSTOMER CARE QUALITY ASSURANCE SENIOR OFFICER

Job Purpose\:

To execute quality checks, prepare scorecards, and ensure compliance with established guidelines and standards for complaints resolution in order to improve service quality through effective analysis and recommendations.

Job Description\:

1.Prepare scorecards for Complaint Management team in order to reflect Key Service Indicator (KSI) achievements, delays, and defects.

2.Conduct periodic review on quality measures in order to abide to the bank’s quality standards and enhance teams’ performance.

3.Maintain tracker for complaints incidents in order to conduct random quality checks on closed cases to ensure alignment with guidelines and effective communication with customers.

4.Prepare the monthly random sample checks on closed cases to ensure alignment with set procedures and effective communication of resolutions.

5.Work on offloading the volume through tackling the identified complaints' root causes and define internal improvement areas to adhere to quality standards.

6.Conduct reviews on invalid complaints in order to recommend strategies for mitigation.

7.Provide insights into cases exceeding TAT in order to identify reasons and recommend preventive actions.

8.Review customer interactions, including recorded calls, SMS, and written replies in order to ensure clarity and adherence to quality standards.

9.Conduct reviews for customers' second complaints for CBE reporting in order to escalate critical findings.

10.Work with IT stakeholders to resolve issues related to the complaint management system quality aspects, mitigating delays and ensure seamless complaint resolution.

Policies, Processes and Procedures

11.Follow all relevant department policies, processes, standard operating procedures and instructions so that work is carried out in a controlled and consistent manner

Day-to-day Operations

12.Follow the day-to-day operations related to own jobs in the Customer Care department to ensure continuity of work.

Compliance

13.Comply with all relevant CBE regulations, banking laws, AML regulations and internal CIB policies and code of conduct in order to maintain CIB’s sound legal position and mitigate any potential risks.