July 25, 2021

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Momentum Credit Client Experience Quality Analyst Job



Client Experience Quality Analyst Job, Customer Service Kenyan Job Vacancies 2021,

Position: Client Experience Quality Analyst

Location: Nairobi

Job description

This is a great opportunity to take ownership and grow with Kenya’s leading non-bank lender. Reporting to the Client Experience Officer you will be responsible for designing effective client touch points (phone, chat, email, social media) to deliver a world class customer experience aligned to the Company’s brand. You will additionally support the brand in delivering on our core values in all our interactions with clients and prospects.

Responsibilities

  • Define & implement custom scorecards that reflect the company’s goals and values – recommending effective remedial plans to improve effectiveness of all brand touch points. 
  • Evaluate client experience based on interactions for all outgoing calls, email, chat, and social media responses by comparing them against the defined pre-defined scorecard. 
  • Make interventions for training and process enhancements targeted at improving overall customer experience and brand engagement. 
  • Mine data for trends or discrepancies and make recommendations based on their conclusions 
  • Evaluate the performance of all staff directly interaction with clients against the scorecards key brand values 

Qualifications

  • Basic data management & analytics skills
  • Knowledge of key brand touch points
  • Coaching skills
  • Knowledge of key customer experience metrics
  • Exceptional interpersonal skills

How to apply

click here to apply

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2021-06-16T14:31:32+03:00

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