JOB SUMMARY:

To ensure the consistent delivery of exceptional customer experience by providing structured quality monitoring, reporting, and actionable insights. The role will support the Head of CX in driving strategic decision-making through data, VOC analytics, and thematic issue tracking, while championing continuous improvement across customer touchpoints

KEY RESPONSIBILITIES:

Reports and Dashboards - 30%


Develop and maintain comprehensive reports and dashboards to monitor customer service performance and quality metrics.
Maintain and update dashboards for head office and branch teams to ensure accurate and timely reporting of customer service metrics.
Collaborate with various departments to ensure dashboards are aligned with strategic goals and operational needs.
Provide training and support to users on how to effectively utilize dashboards for monitoring and reporting.
Analyze data to identify trends, gaps, and opportunities for improvement in customer service delivery.
Generate insights from customer service data to inform decision-making and drive continuous improvement.
Provide regular updates on customer service performance and quality metrics to relevant stakeholders.


Quality Assurance & Monitoring - 20%


Conduct regular assessments of customer interactions across voice, email, digital, and in-person channels.
Maintain QA scorecards and dashboards for various service units (Branches, Back Office).
Provide feedback and work with team leaders to implement service recovery and coaching interventions.
Analyze trends from complaints, downtimes, and customer journey breakpoints and share executive-level insights.


Voice of Customer (VOC) Management - 15%


Manage end-to-end VOC lifecycle: data collection, response tracking, thematic analysis, and reporting.
Work with internal stakeholders to escalate, resolve, and close VOC feedback loops.
Monitor customer satisfaction metrics (e.g., NPS, CSAT, CES) and propose service improvement actions.


Data & Analytics Liaison - 10%


Support in defining CX measurement frameworks and working with IT to ensure integrity and automation.
Champion use of data in driving customer-centric decision-making.
Serve as the key liaison for data and analytics, ensuring accurate and timely reporting of customer service metrics.
Collaborate with IT and other departments to ensure the availability and integrity of customer service data.
Utilize data analytics tools to enhance reporting and insights generation.


Support CX Projects & Initiatives - 10%


Provide QA and insight support for CX-led projects such as CRM rollout, Omni channel integrations, AI adoption and other key projects.
Assist in pilot programs and user testing for new products from a customer satisfaction and recovery standpoint.


SLA Reporting - 15%


Monitor and report on Service Level Agreements (SLAs) to ensure compliance and identify areas for improvement.
Develop and implement strategies to enhance SLA performance and customer satisfaction.
Provide regular updates on SLA performance to relevant stakeholders.
Develop and maintain monthly CX dashboards for executive reporting (EXCO, CX Council, Risk Committees).
Track performance against customer SLAs and CX KPIs.


KEY RELATIONSHIPS:

Customers of this Position


Contact Center Agents and Team Leaders
Head Office Teams
Branch Teams
All Business Units
IT, Risk, Legal & Compliance
Branch Business & Operations Teams
Regulatory Bodies


KNOWLEDGE REQUIREMENTS:

 Skills and Experience required for this Role


 Bachelor’s degree
2–4 years of experience in customer experience, quality assurance, business intelligence, or customer service performance management
Experience working in financial services, telecom, fintech, or similarly regulated environments is an advantage
Prior experience in managing or contributing to a Voice of Customer program
Demonstrated experience in tracking KPIs, preparing executive-level reports, and driving service recovery actions
Familiarity with CRM systems, ticketing tools (e.g., Siebel, Microsoft Dynamics, Zoho), and survey platforms


Key Competencies required for this Role


Customer Centric Mindset
Analytical Thinking
Attention to Detail
Problem Solving & Critical Thinking
Customer Focus
Communication & Influence
Technical Proficiency
Ethics & Integrity
Process & Continuous Improvement Orientation
Results Orientation