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  • Service Delivery Analyst at Health Plus Limited

  • Posted on: 6 December, 2018 Deadline: 31 December, 2018
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  • HealthPlus Limited - Our sister company, CasaBella Beauty, is a one-stop store for beauty and grooming solutions for men and women. CasaBella International was incorporated in 2008 and became the exclusive distributor for Revlon in Nigeria. The first CasaBella store opened in Lagos in 2010 and today, CasaBella Beauty is the fastest-growing retailer of beauty supplies in West Africa.

    Service Delivery Analyst


    Reference #: HP/CT/SDA
    Location: Lagos
    Contract Type: Permanent

    Job Functions

    • Analysis, Communications, Data Analysis, Data Capturing, Information Technology, Investigation & Compliance, Process Development, Research and Development, Retail, Strategic Communication,Technical
    • Industries: IT - Information Technology, Research, Retail

    Job Descriptions

    • The Service Delivery Analyst is responsible for identifying & implementing opportunities that improve service delivery within HealthPlus and augment the development of a service excellence mindset within the organization.


    • Define measurement metrics for customer surveys and mystery shopping
    • Implement CSAT surveys
    • Implement mystery shopping program
    • Implement internal Service Level Agreement (SLA) program
    • Collate, analyse and report on HealthPlus’ service performance across its touch points based on pre- defined service metrics
    • Generate reports & provide actionable insights from the data obtained from the mystery shopping exercise and other surveys
    • Track the implementation of recommendations from the Mystery shopping
    • Develop comprehensive customer analytics across the HealthPlus to gain awareness on customer preferences
    • Continuously improve on service metrics and measurement tools (questionnaires) based on evolving customer expectations and organizational priorities
    • Active mystery shopper program
    • Improved mystery shopper ratings
    • Accuracy, completeness and reliability of reports generated


    • First Degree in any Technical field, a Master’s degree is an added advantage
    • 4 years or more covering a range of service functional areas
    • Analytical skills
    • Attention to details
    • Excellent report writing & presentation skills
    • Ability to multitask
    • IT Savvy
    • Knowledge of survey monkey, google form/docs and renowned data gathering as well as business intelligence tools
    • Knowledge of MS Office Suite (Word, Excel, PowerPoint, Visio, SharePoint, Project, Outlook)
    • Ability to communicate effectively with staff at all levels and third parties
    • Customer Focused
    • Process Driven
    • Result Oriented
    • Team spirited

    Market Related.

    Method of Application

    Use the link(s) below to apply on company website.

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