Sterling Bank Plc “Your one-customer bank” is a full service nationwide business financial institution in Nigeria. In over 50 years of operations, Sterling Bank (previously NAL Bank) has developed from the nation’s pre-eminent funding banking establishment to a fully-fledged business financial institution; and accomplished a merger with 4 different banks – Indo-Nigeria Merchant Bank, Magnum Trust Bank, NBM Bank and Trust Bank of Africa – as a part of the 2006 consolidation of the Nigerian banking trade.
Job Title and Summary: Quality Assurance Specialist
To maintain a high and consistent level of service quality and ensure that regardless of the representative approached or the support channel used, customers always get similarly excellent service.
Job Description
1. Maintain and develop internal support and service quality standards.
2. Review Customer Care agents’ conversations (calls, emails, chats, etc) and assess support interactions based on internal standards.
3. Review Service delivery and interaction in branches to ensure standards are met.
4. Accompany evaluations with meaningful and constructive feedback.
5. Create strategies to improve support KPIs.
6. Help agents improve their performance with specific instructions and constant support by mapping the need for training and onboarding programs and initiate these projects.
7. Monitor customer service performance and create reports that reflect support performance.
8. Create educational materials to ensure knowledge building for all service officers and carry out trainings.
Job Experience
- First degree in any field
- 1-2 years related experience
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