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Seniority (Business, strategic management)
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AIICO Insurance Plc
Banking + 2 more
Description
Requirements
- B.Sc. in any field from a reputable university.
- Any professional course on Customer Service, Process optimization, business management, team management are added advantage.
- A minimum of 2 years working in a customer experience team with a minimum of 1 year as a quality assurance specialist.
- Strong knowledge on Quality Assurance and Issue Resolution.
Responsibilities
- Defines customer interaction quality standards while staying abreast of business and professional trends.
- Regularly facilitate compliance with quality metrics through collaborative planning, coordination, implementation, and evaluation of all customer interactions to ensure consistent achievement of KPIs.
- Identify training needs, develop, and maintain training and development resources (documents, manuals, guides, videos, online modules, training, etc.)
- Brand representation.
- Cross-departmental collaboration.
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