CX Analyst, Key Processes

Job Purpose Statement

Responsible for analysis of Quality data to generate reports and insights that support to the CX partner and respective units and tracking of daily compliance to assigned Bank processes and procedures to identify areas of intervention.

Job Purpose Statement

Responsible for analysis of Quality data to generate reports and insights that support to the CX partner and respective units and tracking of daily compliance to assigned Bank processes and procedures to identify areas of intervention.

Financial 15% Risk Management:

 Ensuring all reports and activities comply with bank

requirements in terms of rules policies and directives

that eliminate any audit finding pertaining to

established policies, processes, and tools to achieve

optimal efficiency, compliance and cost

containment.

 Minimization of exposures to and impact of risks

associated with service provision in line with Bank

policies, regulatory guidelines, and Consumer

protection Act (Kenya) and any other consumer

guidelines as guided by country of operations.

Internal business processes 45%

 Reporting: Preparation of periodic quality reports for

continuous monitoring and adherence to customer

experience KPIs and SLAs.

 Analysis: Qualitative and Quantitative analysis as

per agreed customer satisfaction tracking system

parameters.

 Review SLA adherence within key customer

impacting processes to ensure that customers are

receiving services as promised through tools such as

CRM.

 To review gaps in SLA adherence and engage

internal stakeholders including the affected units

and BPM to close the gaps.

 Process Improvement through closure of feedback

cycle through analysis of customer feedback and

provision of insights and recommendations based on

gaps identified from internal processes to improve

customer experiences.

 Facilitating and follow up of both internal and

external overdue customer service request,

complaints and inquiries logged on CRM by

responsible teams.

 Regular follow up of Aged IBPS cases to ensure that

no overdue items are held in the processing queues.

Customer 25%

Customer Touch Point Quality

 Conducting Service Audits for different bank

processes so as to safeguard consistency in

adherence to and effective application of

established policies, processes, procedures and

tools in achieving optimal efficiency.

 Identifying customer Service training gaps and

recommending the same for scheduling and

action.

 Establishing and maintaining constructive and

cooperative working relationships with other

departments and stakeholders to ensure all service

quality KPIs are adhered to.

Learning and growth 15%

Personal Growth

 Manage personal learning and development

against personal develop plan