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Complaint Management ; Quality Assurance Officer - Lusaka - Lusaka, Zambia

  • Harare, Zimbabwe

Job Details

Job ID: #15750
Job Location Lusaka, Zambia
Company Type Banking
Job Role Complaint Management ; Quality Assurance Officer - Lusaka
Joining Date ASAP
Employment Type Full Time
Monthly Salary Negotiable

Preferred Candidate

Career Level Middle Management
Years of Experience 3
Residence Location Lusaka, Zambia
Gender Not Specified
Nationality Zambian or Resident
Degree Degree

Job Description

  • Job Status: Closed

Our client in the banking industry is looking for a Complaint Management & Quality Assurance Officer to join their team

Ensure the end-to-end resolution of primary and secondary complaints, liaising with relevant stakeholders as required
Support the design and implementation of proactive strategies and techniques for customer engagement on issue resolution across different customer segments
Partner with key stakeholders including legal/compliance teams to drive the establishment of an effective complaints handling process that proactively manages risks
Develop and harmonize Service Level Agreements and ensure that resolution of complaints are within the SLAs
Manage a diverse range of complex complaints and disputes
Monitor complaint volumes & ratio by product/journey/channels to identify any emerging issues
Identify appropriate quality process solutions to address customer issues
Monitor and analyze statistics and trends on customer complaints across affiliates
Perform regulatory analyses and other related activities
Work with external regulatory stakeholders in relation to issue handling and monitoring
Prepare regular reports on complaints statistics, trends, escalations, and any other timely information
Managing day to day Contact Centre activities as per the defined KPIs
Conduct specialized outbound campaigns as per request
Monitor quality of customer interactions and TAT on inbound, outbound, FAQs and email channels
Hold weekly team meetings to discuss business changes, direction and gather customer feedback on products and services, and follow up with suggestions for improvement
Drive a culture of ensuring that all complaints received are registered and logged in the Bank’s Customer Relationship Management (CRM) and unique numbers assigned to customers for purposes of traceability of complaint, single view, and trend analysis
Drive a process to ensure that customers have access to adequate information on complaints’ handling process and escalation mechanisms that are easily accessible, clearly explained, independent, fair, accountable, timely and efficient
Conduct regular skills gap analysis and arrange for monthly training on the identified areas
Work with stakeholders to ensure customers provide regular feedback on their level of satisfaction of the timeliness and effectiveness of the Bank’s complaint’s management
Conduct root cause analysis of complaints using a diverse range of contextual data from around the business to identify underlying issues
Analyze root causes of complaints to identify recurring themes and trends and make proposals to the Service Council to assist with organizational continuous improvement programs and initiatives
Documenting and reporting on product or service customer experience quality levels
Preparing and implementing quality assurance policies and procedures.

Key Skills
Decision making and Communication skills
Knowledge of regulatory requirements for complaints resolution
Complaints handling/management experience

  • Job Role: Complaint Management ; Quality Assurance Officer - Lusaka
  • Industry: Other
  • Salary: Negotiable

Required Skills

3 Years of Experience
Experience or exposure to analytical tools such as Power BI
Proficiency in Microsoft Office Suite and CRM applications
Incredibly thorough and ability to maintain the highest customer experience quality standards
Proven track record for resolving customer complaints, analysing and improving processes
Bachelor’s degree in Social Sciences, Information Systems, Operations Management, Banking & Finance Management or related field backed-up by relevant experience;
3-5 years’ work experience in Contact Center, quality and/or performance improvement function; experience in Managing Contact Center is a plus.

Additional Requirements


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