Job ID: 00142833
Organisation: Barclays Bank
Job Location: Kampala, Uganda
Deadline: 15th January, 2014
Reports to: Manager Customer Governance, In country Governance & Controls
About Barclays Africa:
Barclays Africa encompasses Barclays Global Retail Banking, Corporate Banking, and Barclaycard operations in 10 countries organised in four geographic areas: North Africa (Egypt), East and West Africa (Ghana, Tanzania, Uganda and Kenya), Southern Africa (Botswana, Zambia and Zimbabwe), and Indian Ocean (Mauritius and Seychelles).
Barclays Africa serves its 2.8m customers through a network of 573 branches and service centres providing a variety of traditional financial products including retail mortgages, current and deposit accounts, commercial lending, unsecured lending, credit cards, treasury and investments.
Job Summary:
The Customer Care: Quality Assurance Assessor will review the complaints handling quality of calls, Case records & related MI within Group team and develop, recommend and implement coaching actions to support the improvement of the overall quality and training. Provide input to the formal performance review process of individual consultants. Provide inputs into the Group quality assurance process for all dispute resolution areas. Oversee all Complaint Management Centres Quality Assurance processes and to ensure alignment across. Perform QA audits on all dispute resolution area’s and to ensure that all audit findings are tracked, monitored and closed within agreed timelines.
Key Duties & Responsibilities:
1. Quality Assurance:
- Carry out random call & complaint case assessments and rate the complaints handling agents against a predefined standards checklist.
- Review emails and responses by agents against agreed standards.
- Compile quality assurance reports for each agent. Complete a trend analysis and highlight concerns around declining performance trends.
- Conduct formal coaching sessions with agents where issues have been identified in terms of their call standards.
- Deliver regular communication and presentations to all business units with regards to quality assurance.
- Conduct training on soft skills for new and current staff.
- Conduct benchmarking sessions with other Contact & Complaint Management centres, arranging knowledge sharing meetings, participating in the meetings and documenting the lessons learnt. Develop process improvements for the consultants based on those interactions.
- Participate in formal review of the Service recovery business plan and formulate recommendations on how to enhance service delivery.
- Conduct random quality assessments on the Complaint Data mart & related reports prior to publication (Include all FPOC cases logged and closed outside of Contact Centre environment)
- Participate in the implementation team for projects specific to dispute resolution by providing subject matter expertise on Service Recovery matters.
- Ensure the integrity of reports and other management information produced to support timely and informed business decisions by management within the business area.
- Report incomplete, invalid, duplicate, inconsistent, redundant, outdated and, or inaccurate data to individual line managers indicated as users and, or producers or who have contributed to the definition process and reach agreement on how to correct the issues.
- Compile quality assurance reports for all Management Centres and provide recommendations on areas of improvement.
- Ensure quality assurance records are kept in line with Barclays Africa record management policy.
2. Administration:
Prepare summary performance reports for each employee as input for their Performance Development plan based on Quality Assurance Data prepared during the six months leading up to the PD discussion.
Identify the need for formal training for employees. Document recommendations and present to the team managers.
If required, contribute to the development of individual Performance Improvement Plans.
Research the potential alternatives or changes to the current processes and recommend the preferred alternatives
Ensure that the Recording server is always up and running - Viewing Customer Care owner Voice recording service real time. Monitor system on Desktop.
3. Building & Maintaining Relationships:
Develop and maintain effective relationships with key internal business partners involved in dispute resolution.
Build positive relationship with key stakeholders in the Quality assurance environment. .
Build relationships with key stakeholders and enablers in support of effective dispute resolution quality assurance.
Qualifications, Skills & Experience:
- The applicant should possess five or more years’ experience in Banking/Financial & Services industry with an emphasis on dispute resolution
- Good Negotiation skills
- Excellent Time Management skills
- Good Stress Management Ability
- Excellent Communication Skills (Both Verbal & Written)
- Knowledge of the Relevant Banking Act
- Good Persuasion Skills
- Excellent Analytical Skills
- Good at Deciding and initiating action
- Learning and researching abilities
- Entrepreneurial and commercial thinking skills
- Good relationship building and networking skills
- Adapting and responding to change
- Excellent persuasion and influencing skills
- Be highly creative and innovative
How to Apply:
If you feel challenged by any of the above positions, and believe you can deliver on key deliverables as outlined above, upload your application letter, current curriculum vitae and photocopies of academic certificate to our recruitment website detail below:
https://barclays.taleo.net/careersection/2/moresearch.ftl?lang=en_GB
Barclays is an equal opportunity employer that recruits, develops and promotes people on merit, and rewards outstanding performance, regardless of background and gender.
For queries contact us on 0417122453
Or email: barclays.uganda@barclays.com
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