Co-op Bank Jobs Opportunities in Kenya

Are you looking for an employer who promotes individual excellence and mutual respect in a team-driven culture with a key focus on social empowerment? The Co-operative Bank of Kenya, “The Kingdom Bank” is the place for those looking to new horizons.

As an integral part within Customer Experience the role holder will ensure Service Quality checks, Customer Experience controls assurance and validation. The role holder will provide line management and stakeholders with an independent evaluation and first line defense assurance.

Reporting to the Head Customer Experience the role holder will be expected to conduct periodic sampling and issue reports on Service Quality and ensure coaching and satisfactory closure for any issues identified during reviews in order to achieve enhanced Customer Experiences and an improved controlled environment.

As part of this process the role holder will undertake checks and report directly to the Head of Customer Experience. The checks would cover the end to end process themes, deep dives, including the assessment of control environments within the department on complaints management, service quality call checks, reviews across service touch points and any other areas as guided by Head Customer Experience.

Additionally, he/she will ensure preparation of timely and accurate Customer Experience MI reports that will reflect performance across various service touch points and support business decision making.

Co-op Bank Customer Experience MI Quality Assurance Team Leader Jobs Opportunities in Kenya

The successful jobholder will be expected to: