Quality Control/ Service Measurement Analyst at U-Connect Human Resources Consulting

The Service Measurement Analyst will be responsible for creating and executing service measurement parameters across all touch-points in line with established procedures and quality control standards.

Collaborate with other teams to implement service improvement initiatives.

Job Responsibilities and Duties:

• Design and develop metrics that will support and drive desired service culture test and assess customer complaint management processes across experience centers to ensure it aligns with set standards
• Measure/Monitor all customer touch points and recommend corrective /preventive actions to close identified gaps
• Assist in obtaining and analyze data from all service measurement tools (customer feedbacks, service level agreements etc.) and communicate feedback with an actionable recommendation to appropriate teams for implementation
• Assist in monitoring and compiling performance reports on service measurement and improvement initiatives across experience centers
• Assist in ensuring stakeholder engagement on identified service challenges (i.e. feedback from measurement reports) and run periodic campaign to communicate service measurement attributes across experience centers
• Assist to carry out periodic Customer Satisfaction and Service quality index surveys (for both internal and external customers) and recommend appropriate training and development programs based on identified gaps
• Assist in coordinating service training and workshops to up-skill experience centers

Requirement:

• First Degree in any discipline. A Master’s degree or other professional qualification will be an added advantage 2-4 years’ cognate experience ISO Certification will be added advantage
• Knowledge of company’s structures, policies, processes, and procedures.
• Knowledge of all company’s full range of products and regulations governing the management the company.