Job Description

(total positions: 1, posted on: March 18, 2025)

The incumbent shall ensure that all customer service and quality assurance actives are carried out in a professional, timely and accurate manner and support unit lead in implementing internal controls to mitigate associated risks. Moreover, the incumbent will have to keep himself abreast with all updates required to perform his/her tasks along with support to all team members.

• Run customer survey campaigns via tools provided
• Conduct surveys as and when developed
• Conduct quality analysis on closed complaints based on customer feedback
• Maintain, consolidate, and share customer/complaint feedback data and prepare required reports/presentations
• Maintain monthly RCSA report and share with line manager
• Create stakeholder reports and share them with relevant departments
• Carry out call back to unsatisfied customers probe problems and provide appropriate resolution
• Handling and providing updated / correct information to all customers.
• Initiate and prepare new quality monitoring reports in area of responsibility
• Address technical / operational issues faced by coordinating with relevant stakeholders, in order to ensure smooth and hassle-free operations of the quality assurance activities.
• Share daily/weekly/monthly call activity log/report (MIS) with the Line Manager
• Carry out any customer survey created under the service quality unit.
• Processing / registering complaints in the system as requested by the customers.
• Coordinate with all relevant stakeholders to improve the quality of closure of complaints via sharing monthly/quarterly reports.
• Identifying, and escalating priority issues to the line manager
• Recognize, document, and alert the line manager of trends in customer calls
• Maintain MIS for information shared by the Product team for new products and any Campaign outcomes
• Remain up to date on all relevant information including but not limited to product information, schedule of charges, core banking / branchless banking etc.
• Ensure compliance of FTC guidelines and customer dealings while conducting surveys.
• Complete all other responsibilities/tasks assigned bythe  Line Manager as and when required.
• The incumbent shall be responsible to adhere by Telenor Microfinance Bank Behaviors (Be Respectful, Keep Promises, Always Explore and Create Together) in all aspects of his/her work conduct.

Required Skills