Momentum Credit Client Experience Quality Analyst Jobs in Kenya

Momentum Credit Client Experience Quality Analyst Jobs in Kenya


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

  • For more information and job application details, see; Momentum Credit Client Experience Quality Analyst Jobs in Kenya


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