The Ugandan Jobline

• Carry
  out random call & complaint case assessments and rate the complaints
  handling agents against a predefined standards checklist.
• Review
  emails and responses by agents against agreed standards.
• Compile
  quality assurance reports for each agent.  Complete a trend analysis
  and highlight concerns around declining performance trends.
• Conduct
  formal coaching sessions with agents where issues have been identified in
  terms of their call standards.
• Deliver
  regular communication and presentations to all business units with regards
  to quality assurance.
• Conduct
  training on soft skills for new and current staff.
• Conduct
  benchmarking sessions with other Contact & Complaint Management
  centres, arranging knowledge sharing meetings, participating in the
  meetings and documenting the lessons learnt. Develop process improvements
  for the consultants based on those interactions.
• Participate
  in formal review of the Service recovery business plan and formulate
  recommendations on how to enhance service delivery.
• Conduct
  random quality assessments on the Complaint Data mart & related
  reports prior to publication (Include all FPOC cases logged and closed
  outside of Contact Centre environment)
• Participate
  in the implementation team for projects specific to dispute resolution by
  providing subject matter expertise on Service Recovery matters.
• Ensure
  the integrity of reports and other management information produced to
  support timely and informed business decisions by management within the
  business area.
• Report
  incomplete, invalid, duplicate, inconsistent, redundant, outdated and, or
  inaccurate data to individual line managers indicated as users and, or
  producers or who have contributed to the definition process and reach
  agreement on how to correct the issues.
• Compile
  quality assurance reports for all Management Centres and provide
  recommendations on areas of improvement.
• Ensure
  quality assurance records are kept in line with Barclays Africa record
  management policy.

• Prepare
  summary performance reports for each employee as input for their
  Performance Development plan based on Quality Assurance Data prepared
  during the six months leading up to the PD discussion.
• Identify
  the need for formal training for employees.  Document recommendations
  and present to the team managers.
• If
  required, contribute to the development of individual Performance
  Improvement Plans.
• Research
  the potential alternatives or changes to the current processes and
  recommend the preferred alternatives
• Ensure
  that the Recording server is always up and running – Viewing Customer Care
  owner Voice recording service real time. Monitor system on Desktop.

• Develop
  and maintain effective relationships with key internal business partners
  involved in dispute resolution.
• Build
  positive relationship with key stakeholders in the Quality assurance
  environment. .
• Build
  relationships with key stakeholders and enablers in support of effective
  dispute resolution quality assurance.

• The
  applicant should possess five or more years’ experience in
  Banking/Financial & Services industry with an emphasis on dispute
  resolution  
• Good
  Negotiation skills   
• Excellent
  Time Management skills
• Good
  Stress Management Ability
• Excellent
  Communication Skills (Both Verbal & Written)
• Knowledge
  of the Relevant Banking Act   
• Good
  Persuasion Skills   
• Excellent
  Analytical Skills
• Good
  at Deciding and initiating action
• Learning
  and researching abilities
• Entrepreneurial
  and commercial thinking skills
• Good
  relationship building and networking skills
• Adapting
  and responding to change
• Excellent
  persuasion and influencing skills
• Be
  highly creative and innovative

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