The Ugandan Jobline

• The jobholder will audit the quality
  assessors’ activities to ensure fair, accurate and timely quality
  assurance to maintain a motivated and performing team.
• Plan and work with the Outbound Team
  Leader on the Contact Centre customer service surveys to assess the
  centre’s performance and follow-up on closing identified service gaps.
• Supervise the VRM consultants to ensure
  all card enabling requests actioned, monitoring is done, and queries and
  complaints are resolved within the set SLA.
• Supervise the ATM monitoring officers to
  ensure all bank ATM service and uptime (branch and offsite), to ensure
  availability while maintaining accurate record keeping.
• The incumbent will plan and coordinate
  trainings with subject experts or Learning and development department for
  identified gaps for the different teams in the Contact Centre.
• To manage the human resourcing activities
  by engaging with the appropriate GEFs to advertise vacancies, shortlist,
  coordinate interviews, training, induction and ensuring all vacancies in
  the Centre are filled as per resource budget.
• Manage and implement projects geared to
  improve operations, processes and performance of the Contact Centre.
• Maintains a recording system for staff
  documentation on contracts, performance, behavioural, attendance and works
  done in the centre by both internal and external service providers.
• Manage, coordinate and implement reward
  and recognition activities so as to aid motivation for employees on the
  job.
• Prepare and submit monthly reports on
  monitoring team’s performance and submit to the Head Customer Contact
  Centre for compilation into the centres report.
• Manage performance at individual level to
  ensure the targets and expectations are met.

• The applicant for the Stanbic Bank Manager
  Quality Assurance career opportunity should hold a University Degree in a
  relevant field
• A minimum of three years’ experience in
  banking or Call Centre operations
• Extensive knowledge of Customer
  Administration, human resources or project management
• Bank processes and procedures
• Experience in facilitation or driving
  projects
• Previous exposure and experience in
  supervising, leading and directing a team in a service unit
• Strong organizational skills
• Ability to multitask
• Have prior experience in operational
  management

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