Jubilee Insurance has an opening for a Quality Assurance Analyst at its Head Office in Nairobi. The position focuses on ensuring superior customer experience by monitoring, evaluating, and enhancing service quality.
Key Responsibilities:
- Strategy Development
- Define and review customer experience benchmarks.
- Optimize touchpoints and improve customer satisfaction using insights like Net Promoter Score (NPS).
- Operational Excellence
- Conduct audits, analyze feedback, and recommend improvements.
- Deliver coaching and training to teams for enhanced service delivery.
- Collaborate across teams to embed customer excellence.
- Corporate Governance
- Ensure compliance with internal policies and industry regulations.
- Document processes and mitigate service delivery risks.
- Leadership and Culture
- Lead teams, provide performance feedback, and foster a positive culture.
- Conduct individualized development planning and identify training needs.
Qualifications:
- Bachelor’s degree in Insurance, Finance, Business, or related fields.
- Diploma in Insurance.
- QA or customer experience certifications are advantageous.
- Minimum of 5 years in call center/service center operations.
- Experience in customer excellence within the insurance industry is preferred.
Competencies:
- Knowledge of life insurance products.
- Skills in customer experience mapping, quality assurance, and design thinking.
- Strong communication, analytical, and problem-solving abilities.
