Officer Client Experience

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• Assess client experience across all contact center touch point to ensure proper resolution of all client issues. • Monitor agent client interactions against set standards, identify gaps and make recommendations for future support requirements. Conduct regular risk assessments and flag off high-risk areas for immediate action to be taken. • Evaluate logged technical issues, as well as customer compliments and complaints against documented processes to ensure effectiveness. • Conduct root cause analysis for identified issues to establish, and recommend most suitable interventions for improvement. Compile and track performance at team and individual level against quality assurance standards. • Coordinate contact center staff sensitizations, updates on institutional changes and participation in R&D programs. • Periodically review changes in URA systems, processes and structure, to identify issues that affect service delivery and enable proactive response to the changing business environment before crises arise. • Collaborate with teams; Learning and Development, IT operations and projects to regularly train and sensitize contact center staff on new products and identified knowledge and skills gaps. • Coordinates call calibration sessions for contact centre staff i.e. Meeting between call centre agents, supervisors and the quality monitoring teams to rate and discuss customer service interactions. • Participates in customer and client listening programs to identify customer needs and expectations and taking proactive steps to maintain positive experiences. • Coordinate and participate in product tests and simulation exercises. • Make recommendations on challenges frequently encountered while using URA systems for improvement to enable improvements of self-help services functionality for clients to effectively self-serve. • Develop briefs, reports and provide recommendations on improvement to ensure a more efficient resolution of all issues raised Maintain real-time Customer Experience (CX) metrics performance dashboards. • Provides real-time actionable data and share insights to enable real-time actions to various internal support groups as needed for effective service delivery. • Generate comprehensive monthly client experience and quality assurance reports with insights and recommendations for management action. • Troubleshooting issues and Resolutions and liaise with respective stakeholders to devise solutions.