Job verified by Fuzu

I & M Bank   |   Nairobi, Kenya   |   Log in or register to see the closing date

Customer Service Delivery- Quality Assurance Analyst

  • Bachelor's degree
  • Customer support, client care
  • Experienced (senior worker)
  • Full Time
  • Permanent
Click to apply

Job Summary

Job Summary
The jobholder will be responsible for proactively conducting continuous systematic quality checks to assess the effectiveness of our services, procedures, processes and systems with a view of identifying customer expectations, pain points and improvement areas impacting on Service delivery. The overall objective of this role is to improve the final quality of service provided to customers at all touch points and channels

Minimum requirements:

• Quality orientation to effectively define and review activities/tasks in a manner that consistently produces processes and procedures that support high quality of service.
• Excellent problem solving and analytical skills.
• Report writing skills
• Ability to work independently with minimum supervision.
• Should possess sound organizational and planning skills with good attention to details.
• Excellent interpersonal skills to enable development of open communication, teamwork and trust that is needed to support performance and customer service oriented culture
• Well versed with CBK Prudential Guidelines
• Knowledge of all relevant banking policies, processes, procedures
• Excellent written and oral communication skills.
• Ability to follow through to ensure consistency in adhering and upholding of performance standards and SLAs.
• Customer centric/focused.
• Bachelor’s degree in a Business related field from a recognized institution.
• Proficient in use of relevant MS Office packages and statistical packages
• Banking qualifications desirable
• Customer service qualifications
• Quality Assurance Certification will be an added advantage

Application Process
If you believe you meet the above requirements, please send your application together with comprehensive curriculum vitae indicating your qualifications, present position, salary expectations and names and contacts of three referees. Your application should reach the address below as soon as possible. Please quote reference number followed by the position applied for in the application.

The General Manager-Human Resources
I&M Bank Limited
I & M Tower, Kenyatta Avenue
P.O Box 30238 – 00100, Nairobi
Or email(preferred)


The Incumbent will report to the Assistant Manager – Service Quality Assurance and will be responsible for:

  1. Conducting continuous systematic quality checks to assess the effectiveness of our services, processes and systems with a view of identifying  customer pain points and areas of  lapses/weakness impacting on Service delivery
  2.  Identifying process improvement opportunities through customer journey mapping
  3.  Updating and Maintaining of Bank wide Service Level Agreements.
  4.  Monitoring and measurement of SLA performance with an objective of improving service delivery standards.
  5.  Obtaining customer feedback on a continuous basis using various methods with an aim of improving the overall customer experience – Voice of the Customer, Pulse and Post Interaction Surveys.
  6. Development and Continuous measurement of relevant Service quality Metrics to ensure Bank performance is within the set targets.
  7.  Benchmarking and Keeping abreast of industry standards and processes
  8.  Preparation of management reports for business owners based on data collected.
  9.  Provision of recommendations to improve business processes based on gaps identified from data collected
  10. Providing training, coaching, feedback and assistance on the Customer Experience Quality Standards

General Information

Salary rangeNot specified
Additional informationNot specified
Contract type: Permanent
Job type: Full Time
Location: Nairobi
Area of work: Customer support, client care
Seniority: Experienced (senior worker)

Job Requirements

Required education: Bachelor's degree
Required relevant work experience: 3 years
Required skills: Training program planning; Reporting; Market research, intelligence; Service Level Agreement (SLA); Performance monitoring and evaluation; Customer relations; Quality control and supervision
Required languages: English (Spoken: fluent | Written: fluent)

Click to apply

I & M Bank

Banking, microfinance, insuranceCompany size: 1000+ people

I&M Bank is a privately owned commercial bank headquartered in Kenya, with a growing regional presence currently extending to Mauritius, Tanzania and Rwanda. In Kenya our network extends to 35 branches currently, served by more about 900 members of staff

Other Jobs at I & M Bank

UI Designer