Service Delivery Analyst at Health Plus Limited

Reference #: HP/CT/SDA
Location: Lagos
Contract Type: Permanent
Industries: IT - Information Technology, Research, Retail

Introduction

• 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.

Job Functions

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

Specifications

• 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

Requirements    

• 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.

Salary
Market Related.