The Ugandan Jobline

• Provide input to the formal performance
  review process of individual consultants.
• Provide inputs into the Group quality
  assurance process for all dispute resolution areas.
• Oversee all Complaint Management Centres
  Quality Assurance processes and to ensure alignment across.
• Perform QA audits on all dispute
  resolution area’s and to ensure that all audit findings are tracked,
  monitored and closed within agreed timelines..

• Conduct 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  incomplete, invalid, duplicate, inconsistent, redundant, outdated and, or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 years’
  experience in Banking/Financial & Services industry with an emphasis
  on dispute resolution  
• Good negotiation
  skills   
• Good time Management  skills
• Stress Management   
• Excellent communication Skills (Verbal
  & Written)
• Possess relevant Banking
  Act   
• Good Persuasion Skills   
  
• Excellent analytical Skills
• Deciding and initiating action
• Learning and researching skills
• Entrepreneurial and commercial thinking
• Good relationship and networking skill s
• Adapting and responding to change
• Persuading and influencing
• Creating and innovating

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