Who we are?
- onebank was established in 2020 as the company responsible for launching the 1st digital native bank in Egypt. The digital bank aims to create innovative solutions tailored to serve the needs of the banking customers in Egypt.
-Our main goal is to create a positive customer experience through the differentiated journey that our customers live while using the digital bank.
-Our Drive: We use our drive and commitment to energies, engage and inspire others, upholding the highest standards of work ethic, honesty and morality.
JOB PURPOSE
(Explain at a high-level in two or three sentences the main purpose of the job and why the job exists and how it contributes to the company and departmental end-results) The main
objective of quality and customer’s insights is maintaining high quality service standards across different touchpoints, which requires the development of thresholds and benchmarks for service standards, monitoring the adherence, identify gaps, set, and own the required actions to improve, fix and to enhance the customer experience.
JOB DUTIES AND RESPONSIBILITIES
• Maintain agreed controls that improve quality and efficiency, to eventually reach exceptional customer experience.
• Maintain customer experience culture that positively impact the customer’s perception of Bank.
• constantly reviewing the process of Quality Standards and adapting efficient and effective to changes providing guidance and support as needed.
• Monitor agreed targeted activities (Calls, Chats, social media, service request, complaints) …etc vs benchmark.
• Report and follow up on activities below benchmark
to ensure service delivery accuracy.
• Come up with creative scenarios to support contact center representatives during customer contacts.
• Run calibration sessions with supervisors to ensure consistency of quality and maintain standards • Work closely with all functions activities and collaborates with team and stakeholders to identify issues and develop required rectification.
Qualifications and Education
• Bachelor's degree.
• Track record of customer support & experience management.
• Strong knowledge of different quality standards and customer satisfaction methodologies.
• Full awareness of all customer care processes & systems and contact center experience methodologies.
• Previous experience in Banking and-or customer experience field.
• Creative thinking with good communication & negotiation skills.
• Excellent interpersonal skills.
• Awareness with experience measurement and KPI’s.
• Minimum of 2 years as total experience in Customer Service, Customer experience, Quality,
