WILLIAMS SARFO KUMI
Taifa
Summary
Detail-oriented and results-driven Quality Assurance Officer with a background in customer experience management, regulatory compliance, and service performance analysis. Proven ability to develop, implement, and enhance quality standards, resolve customer complaints efficiently, and ensure alignment with institutional and regulatory frameworks. Adept at conducting audits, performing data-driven root cause analysis, and collaborating cross-functionally to deliver continuous service improvements. Demonstrates excellent interpersonal, analytical, and reporting skills with a passion for excellence and customer satisfaction.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Quality Assurance Officer
Channel Monitoring
01.2025 - Current
- Conduct regular audit on customer interactions across calls, emails, and social media platforms to evaluate service quality, adherence to scripts, professionalism and issue resolution effectiveness.
- Monitor agents’ performance by tracking and reviewing agent performance based on quality standards and compliance metrics by providing actionable feedback and support coaching interventions for continuous improvement.
- Conduct Process Improvement Verification by validating if implemented process improvements are working as intended post-implementation. Identify any operational deviations and recommend corrective measures.
- Ensure audit-driven service recommendations are implemented effectively across teams by collaborating with stakeholders to track outcomes and refine ongoing service initiatives.
- Conduct periodic audits of the Service Quality Department’s activities, reports and processes to ensure they comply and align with standards.
- Escalation of all service downtimes or interruption to relevant stakeholders promptly upon detection and follow through to get the issue resolved.
- Prepare and submit comprehensive reports on Quality Assurance audits, agent trends, system downtimes, improvement tracking and share insights with management for decision-making and strategic planning.
Branch Experience
11.2023 - 12.2024
- Assist in developing, evaluating and improving service quality standards in the bank on continual basis.
- Support and train all staff in branches to provide high performance customer service.
- Collaborate with managers to address service delivery gaps and recommend strategies.
- Spearhead regular customer satisfaction surveys across various touchpoints (branches, digital channels, contact center), capturing key metrics such as CSAT, CES, and NPS.
- Monitor BOG Consumer Recourse Mechanism videos and other regulatory notices are available at branches.
Complaint Manager/ Contact Center Agent
11.2022 - 11.2023
- Oversee the customer complaint management system, ensuring efficient tracking, escalation, and resolution of cases.
- Generate and present weekly, monthly, and quarterly complaint reports including regulatory submissions.
- Conduct root cause analyses of high-incident products and implement corrective actions.
- Coordinate with compliance to align service delivery with regulations.
- Receive inbound calls to assist customers with their request, enquiry or complaints.
- Lead dormant/inactive account reactivation campaigns to enhance retention.
Compliance/Registration Intern
Ghana Revenue Authority
08.2021 - 09.2021
- Maintained accurate taxpayer registration records in the national database.
- Educated taxpayers on obligations, penalties, and timely payment benefits.
- Conducted on-site assessments to validate tax declarations.
- Improved reporting accuracy through the creation of Excel tracking sheets.
COVID Ambassador
Electoral Commission of Ghana
12.2020 - 12.2020
- Enforced mask-wearing protocols at voting centers.
- Implemented hygiene measures including handwashing and sanitization.
- Ensured social distancing protocols during voter flow management.
Education
undefined
Institute of Chartered Accountant Ghana
03.2025
Bachelor's Degree - Accounting
University of Professional Studies
Accra08.2022
Senior High School Certificate - undefined
Ofori Panin Senior High School
Tafo-Kukurantumi05.2018
Skills
- Process Improvement & Quality Standards
- Customer Experience Monitoring
- Complaint Resolution & Case Management
- Data Collection & Root Cause Analysis
- Digital & Branch Channel Audits
- Cross-functional Collaboration
- Service Recovery Strategies
- Communication & Relationship Management
- Proficient in Microsoft Office programs including Excel, Word, and PowerPoint
Certification
- Bachelor's Degree in Accounting
- WAEC Senior High School Certificate
References
Clara, Otenewaa Owusu-Asiedu, Head, Service Quality Department, 0244654724, OmniBSIC Bank
Shantel Seglah, Head, Service Quality Department – First Atlantic Bank | 0208363445 / 050129660
Amma Afrakomah Obeng Ansong, Former Head, Service Quality Department – OmniBSIC Bank | 0501255452
Accomplishments
- Streamlined reporting procedures.
- Contributed to a significant increase in the bank’s NPS score through targeted improvements.
Affiliations
- Presbyterian Church of Ghana, New Achimota District, Young People Guild Financial Secretary (2025 – Current).
- Presbyterian Church of Ghana Calvary Congregation Ofankor, Young People Guild Treasurer (2022 – 2025).
- National Union of Presbyterian Students, Ghana (NUPSG) Organizer (2021-2022) UPSA
- National Union of Presbyterian Students, Ghana (NUPSG) Vice Organizer (2020-2021)- UPSA
- National Union of Presbyterian Students, Ghana (NUPSG) Chief Instrumentalist (2017-2018)- OPASS
Timeline
Quality Assurance Officer
Channel Monitoring
01.2025 - Current
Branch Experience
11.2023 - 12.2024
Complaint Manager/ Contact Center Agent
11.2022 - 11.2023
Compliance/Registration Intern
Ghana Revenue Authority
08.2021 - 09.2021
COVID Ambassador
Electoral Commission of Ghana
12.2020 - 12.2020
undefined
Institute of Chartered Accountant Ghana
Bachelor's Degree - Accounting
University of Professional Studies
Senior High School Certificate - undefined
Ofori Panin Senior High School
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