Equity Bank Limited (The “Bank”) is incorporated, registered under the Kenyan Companies Act Cap 486 and domiciled in Kenya.

Responsibilities

In line with enhancing career progression of staff and to support business growth, we seek to recruit a qualified, experienced, self-driven, highly motivated, and passionate candidate to fill the position outlined below.

Quality Monitoring Assessment and Coaching

• Optimize on resources.
• Develop quality assessment tools, process, standards and guidelines.
• Manage quality assurance specialists.
• Plan and allocate agents to the quality assurance specialist within acceptable ratios and manage their rotations.
• Conduct quality assurance calibrations.
• Compile and document quality assurance reports.
• Document quality performance trends and recommendation for improvements.
• Monitor quality training and coaching.
• Ensure quality assurance analyst adhere to quality assessments and coaching schedules.
• Compile C_SAT reports and recommendations.
• To conduct ad-hoc quality assurance audits.

Continuous Learning and Knowledge Improvement

• Participate in Contact Centre training sessions.
• Participate in and achieve the expected pass mark levels for the organizational and Contact Centre based e-learning assessments.
• Identify and conduct Training Gap Analysis.
• Facilitate training sessions to share knowledge and information with team and colleagues and recommend areas of improvements in products and services.
• Monitor and ensure the team participate in the organization and departmental eLearning assessment.

Contact Centre Operations and Workforce Management

• Consolidating and preparing of daily, weekly, monthly and yearly reports
• Participating in performance management for agents
• Liaising with supervisors on daily operations
• Monitoring the supervisors on their team and queue management
• Contact center staffing forecasting
• Preparing of Contact Center shifts

Qualifications

• Experience in the bank or a similar role in another organization.
• At least a degree from a recognized university.
• Must be outgoing and a point of contact in sharing best practice with colleagues.
• Must have a consistent performance rating of 3 and above during the 5 years’ experience.
• High level of working knowledge of all the Bank’s retail products, procedures and policies
• Good knowledge of the competition’s products and processes
• Previous experience of working in a contact center environment
• People leadership and management.
• Experience of working under service levels
• Rotational training between all departments in the branch
• Customer Service
• Knowledge in Performance Management
• Experience in Know Your Customer (KYC) requirements /Suspicious Transaction Monitoring/Anti-Money Laundering procedures
• Understanding of Fraud Prevention procedures
• Good product knowledge
• Familiar with HR policies and procedures
• Excellent communication skills
• Vast knowledge of the Bank’s products, services and operations.
• Basic Knowledge of PC literacy within a Windows environment
• A genuine interest in providing excellent Customer Services.
• Working in a problem-solving environment.
• Ability to deliver within stringent turnaround times.
• Ability to work under pressure.
• High level of professionalism, confidentiality and integrity
• PC Skills including Keyboard skills