Job Description

Job Category: KMBL
Degree Level: Bachelor's Degree
: As a Sky-Analyst-Service Quality, you will play a crucial role in maintaining and improving the bank's reputation for excellent customer service. Your primary responsibility will be to evaluate and provide feedback on the performance of customer support agents, ensuring they meet the bank's high standards. This role is perfect for someone with a keen eye for detail, excellent communication skills, and a passion for delivering exceptional customer experiences.
Responsibilities:

• Conduct thorough assessments of customer support agent interactions, including phone calls, chats, and emails.
• Provide constructive feedback and coaching to agents, helping them improve their service quality and customer engagement.
• Identify areas of improvement and implement strategies to enhance the overall customer experience.
• Collaborate with the customer experience centre team to develop and maintain service quality standards and best practices.
• Analyze customer feedback and trends to identify potential issues and areas for process optimization.
• Ensure compliance with regulatory and industry standards, maintaining the bank's reputation for ethical and professional practices.
• Stay updated on industry trends and best practices in customer service, continuously seeking opportunities for improvement.
• Work closely with the management team to report on service quality metrics and provide recommendations for strategic initiatives.
• Participate in training and development programs to enhance your own skills and knowledge in customer service excellence.

Qualifications:

• A bachelor's degree in business, customer service, or a related field is preferred.
• Minimum 2 years of experience in a customer service or quality assurance role, preferably in a banking or financial services environment.
• Excellent communication skills, both verbal and written, with the ability to provide clear and constructive feedback.
• Strong analytical skills and a data-driven approach to problem-solving.
• Proficiency in using customer service software and tools for assessment and feedback.
• Ability to work independently and manage multiple tasks simultaneously.
• Excellent interpersonal skills and a customer-centric mindset.
• Willingness to continuously learn and adapt to new technologies and industry trends.
• Strong attention to detail and a commitment to maintaining high standards of service quality.
• Proficiency in Microsoft Office suite, particularly Excel and PowerPoint.

Skills Required