Quality Analyst

As a Quality Analyst at Telenor Microfinance Bank, you play a pivotal role in ensuring that our services meet the highest quality standards. With a robust focus on quality assurance, your primary responsibility includes handling customer queries and ensuring customer satisfaction through effective communication. In this role, you will utilize various tools to run customer survey campaigns, conduct quality analysis on closed complaints, and prepare insightful reports and presentations based on customer feedback. You will manage a dedicated team of five personnel, guiding them in executing quality monitoring activities and driving improvements based on the gathered data. This leadership position requires a proactive approach in resolving customer issues and engaging with various stakeholders to uphold the quality assurance processes, ensuring seamless operations within the organization. Your ability to synthesize information and provide actionable insights will be crucial in maintaining our commitment to excellence and customer satisfaction.

Responsibilities

• Run customer survey campaigns utilizing provided tools to gather insights.
• Conduct surveys promptly as required, ensuring comprehensive data collection.
• Perform quality analysis on closed complaints based on customer feedback, identifying improvement areas.
• Maintain, consolidate, and share customer feedback data, preparing required reports and presentations for stakeholders.
• Oversee the monthly RCSA report and communicate findings with the line manager.
• Create stakeholder reports and disseminate information to relevant departments to enhance cross-functional communication.
• Conduct follow-up calls to unsatisfied customers, probing for problems and delivering appropriate resolutions.
• Provide updated and accurate information to customers, ensuring clarity and satisfaction.
• Initiate and prepare quality monitoring reports aligned with designated areas of responsibility.
• Resolve technical and operational issues by coordinating with relevant stakeholders, fostering smooth quality assurance operations.
• Share daily, weekly, and monthly call activity logs and reports (MIS) with the line manager to maintain transparency.
• Execute any customer surveys initiated by the service quality unit with diligence.
• Process and register customer complaints in the system as per requests, ensuring effective tracking.
• Collaborate with all pertinent stakeholders to improve the quality of complaint resolutions through sharing monthly and quarterly reports.
• Identify and escalate priority issues to the line manager, ensuring timely attention.
• Recognize, document, and alert the line manager of trends in customer calls to continuously improve service quality.
• Maintain MIS for information shared by the Product team regarding new products and the outcomes of campaigns.
• Stay updated on all relevant information, including product details and service charges related to core banking and branchless banking.
• Ensure compliance with FTC guidelines in all customer dealings during surveys.
• Fulfill any additional responsibilities or tasks assigned by the line manager as required.
• Adhere to the core behaviors of Telenor Microfinance Bank: Be Respectful, Keep Promises, Always Explore, and Create Together in all aspects of work.