An exciting role has emerged for a Quality Assurance Escalations Specialist! This dynamic position is integral to resolving service complaints and business escalations with both efficiency and professionalism. As the Specialist, you will ensure that every customer experience is positive and leads to outstanding satisfaction. Reporting directly to the Escalations Team Leader, you'll be key in driving customer retention and enhancing our company's products and services based on invaluable customer insights. You will also have the opportunity to collaborate closely with various internal teams—Customer Support Group Team Leads, Managers, Marketing, Customer Experience, Learning, and Enablement—as well as with Country and Branch Managers and customers externally.
Duties and Responsibilities (Include but are not limited to): Resolve all escalations within the agreed SLAs.Create and improve complaints processes and procedures.Identify customer needs and provide tailored solutions.Find better solutions to improve the company's products and services.Track all complaints and trends and update the daily tracker.Prepare for the weekly feedback sessions with the Escalations Team Leader to discuss complaints trends and suggestions.Attend all training and AML sessions.Create process flows and standard operating procedures for the customer support group.Develop monthly product knowledge test.Drive customer satisfaction daily.Proactively communicate internally and externally with key stakeholders and management concerning complaint escalations and improvement initiatives.Reporting:Provide Escalations Team Leader with weekly/monthly complaints report.Provide and highlight trend analysis which will identify growing trends.Key Requirements: Grade 12 or equivalent.Degree/Diploma (Desirable).Mukuru customer support training course (Essential).1–3 years customer service experience (Essential).Chichewa Language (Essential).Quality control experience in a contact centre environment (Essential).6–12 months data analysis (Desirable).Knowledge of money transfer procedures.Knowledge of FICA regulations.Knowledge of African currencies.Knowledge of customer service principles.Knowledge of communication techniques and practices.Knowledge of Surveying.Additional Skills: Looking for opportunities to improve customer and staff experience.Ability to handle multiple tasks in a service-driven environment.Excellent communication both verbally and written.Ability to apply logic and methods to solve difficult problems with effective solutions.Strong interpersonal skills and ability to work effectively at all levels in a collaborative team environment.Attention to detail and accuracy in work, especially in composing, typing, establishing priorities and meeting deadlines.Customer and results driven, bottom-line oriented, strive to exceed goals, and motivate self and others to achieve positive outcomes.Ability to adapt well to new situations and shifting priorities.Conflict and stress management skills.Analytical skills to be able to assimilate data from different systems and create actionable insights.
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