UCHENNA OBOSI

Key Responsibilities: Leadership and Management: • Lead, mentor, and develop a team of QA analysts. • Conduct regular team meetings to discuss performance, provide updates, and foster a collaborative environment. •Coordinate with other departments to ensure alignment of QA processes with company objectives. CX Program Support: • Support the strategic design, implementation, and optimization of CX programs to achieve best-in-class customer experience. • Collaborate with the CX team to identify opportunities for enhancing customer satisfaction and loyalty. • Ensure QA strategies align with overall business goals and customer experience standards. Training and Development: • Conduct periodic training sessions for Contact Centre Representatives to develop excellent interaction handling skills and improve customer service skills. • Conduct regular coaching sessions to reinforce best practices and address performance gaps. Monitoring and Evaluation: • Monitor and evaluate agents’ activities across Contact Centre channels (Emails, Telephone, Live chat, Walk-in.) to ensure adherence to company policies and procedures. • Ensure standards are maintained in every customer interaction. • Analyse performance data to identify trends, strengths, and areas for improvement. • Provide detailed feedback and actionable insights to customer service representatives. Customer Feedback Analysis: • Carry out surveys and analyse customer feedback to ensure proper and improved processes and solutions. Reporting and Analysis: • Preparing and presenting regular reports on QA and Cx performance metrics to senior management. • Use data-driven insights to recommend process improvements and drive customer satisfaction and retention. Customer Focus: • Advocating for the customers by ensuring that their needs and expectations are met or exceeded. • Fostering a customer-centric culture within the Cx team and the broader organization.

• Monitor and evaluate interactions, workflow, and metrics to meet performance standards and sales targets • Improving customer service experience by mentoring and developing customer service agents and nurturing an environment where they can excel through empowerment. • Keep accurate records of customer service actions and discussions daily for reference purposes and ensure customer resolution during the Turnaround Time advised • Analyze statistics of all activities performed across all channels of interaction (E-mail, Call, and Social Media) daily to determine the needs of the customers and advise the top management on solutions. • Ensuring that team members achieve their daily individual KPIs (Key Performance Indicators) and score them daily.

• Acknowledged complaints, enquiries, and requests on Facebook, Twitter, WhatsApp, and Email. • Created written pieces that are sharp, memorable, and effective at prompting readers to take action. • Participated in marketing and awareness campaigns in the bank to create an enlarged customer base. • Responded to online reviews and followed up with customer complaints to aid Customer Satisfaction

• Responded to over 90 chats (WhatsApp, Twitter, Facebook, and Live Chats) or calls daily and resolved 95% of queries without escalating to supervisors • Ensured customers’ requests and complaints were escalated bank-wide to ensure resolution within the Turnaround Time promised to customers. • Kept records of customers’ interactions and compiled reports on overall customer satisfaction • Cross-sold the bank’s product with every inbound interaction.