VACANCY
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Bayport Financial Services is looking for a motivated Customer Experience & Insights Quality Assurance Intern to support our team in delivering top-tier customer experience. If you are detail-oriented and eager to learn in a fast-paced environment, we would love to hear from you.
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\nEmployment type: 6 Months Fixed Term Contract
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\nThe post is tenable in Gaborone.
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\nMain purpose of the Job:
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\nEnsure quality assurance across all processes that involve client touchpoints, providing continuous monitoring, evaluation, and improvement of service interactions by advising on a solution. The incumbent must be aligned to the company\u2019s vision of contributing to customer retention and enhancing the customer experience.
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\nMain Duties and Responsibilities
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\n1. OPERATIONAL
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1. Quality Assurance & Process Compliance:<\/p>\n
Conduct regular quality assessments of customer interactions across digital, in-person, and call centre touchpoints.<\/p>\n
Develop and implement standardised quality assurance frameworks to measure and improve service efficiency.<\/p>\n
Ensure adherence to regulatory and service compliance requirements.<\/p>\n
Customer Insights & Data-Driven Decision Making:<\/p>\n
Analyse customer feedback from surveys, complaints, and inquiries to identify trends and pain points.<\/p>\n
Develop data-driven insights and recommend process improvements based on customer experience metrics.<\/p>\n
2. Process Optimisation & Service Enhancement:<\/p>\n
Identify inefficiencies in customer-facing processes and propose optimisations for seamless service delivery.<\/p>\n
Collaborate with operations, innovation, and frontline teams to enhance customer journey touchpoints.<\/p>\n
Ensure digital transformation initiatives align with customer expectations and business goals.<\/p>\n
3. Customer Experience Training & Support:<\/p>\n
Develop training modules and coach frontline employees on best practices for customer service.<\/p>\n
Conduct periodic workshops to reinforce service excellence and quality assurance standards.<\/p>\n
Foster a customer-first mindset across all teams that interact with client<\/p>\n
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3. STAKEHOLDER ENGAGEMENT
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Engages with stakeholders in the following manner:<\/p>\n
Work hand in hand in other departments for fast quality assurance testing and solution implementation.<\/p>\n
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\nAcademic Qualifications & Experience
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A Degree in Business Management\/Administration would be advantageous<\/p>\n
Excellent computer skills (Microsoft Word, Excel, Power point)<\/p>\n
Experience in usage CRM systems<\/p>\n
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\nMinimum Requirements
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At least 2 years customer service experience in a financial sector\/call centre\/ or mass market industry<\/p>\n
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\nIndustry Experience
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2 years financial services experience<\/p>\n
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\nDesired \/ Preferred Requirements
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A solid understanding of the industry, business processes and software to service customers<\/p>\n
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\nPrivacy Statement: The information collected throughout the application process will be used solely for the purpose of evaluating your application for employment with Money Quest Investments (Pty) Ltd t\/a Bayport Financial Services Botswana. Your data will not be shared with any third parties without your consent and will be retained in accordance with the Company\u2019s data retention policy. All personal information collected through this process will be handled in accordance with the Data Protection Act, 2024 and related regulations. Your data will be securely stored and only accessible to authorised personnel involved in the recruitment process, and we will take all necessary measures to safeguard your data.
\nBy submitting your application, you acknowledge and consent to the collection and processing of your personal data as outlined in this Privacy Statement. Your information will be used for recruitment purposes only, and you may withdraw your consent at any time.<\/p>\n
JOB APPLICATION DETAILS<\/p>\n
APPLICATION DETAILS
\nInterested applicants are encouraged to submit a comprehensive application complete with curriculum vitae to jobs@bayport.co.bw no later than 20th November 2025<\/p>\n
Bayport will correspond only with shortlisted candidates.your future now
\nBAYPORT
\nFINANCIAL SERVICES
\n15 YEARS ANNIVERSARY<\/p>\n
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