Service Measurement Analyst at U-Connect Human Resources Consulting

A Service Measurement Analyst creates and executes service measurement parameters across all touch-points in line with established procedures and quality control standards. Collaborate with other teams in the Bank to implement service improvement initiatives.

Job details

• Design and develop metrics that will support and drive the banks’ desired service culture
• Test and assess customer complaint management processes across experience centres
• Measure/Monitor all customer touch points and recommend corrective /preventive actions to close identified gaps.
• Assist in obtaining and analyse data from all service measurement tools (customer feedbacks, service level agreements etc.) and communicate feedback with actionable recommendation to appropriate teams for implementation.
• Assist in monitoring and compiling performance reports on service measurement and improvement initiatives across experience centres.
• 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 centres.
• Assist to carry out periodic Customer Satisfaction and Service Quality Index surveys and recommend appropriate trainings and development programs based on identified gaps.
• Assist in coordinating service trainings and workshops to up skill experience centres.
• Assist in monitoring and tracking the implementation of service improvement initiatives and standards by experience centres and other stakeholders.
• Assist in undertaking research, assessment and implementation of best practices and initiatives across the bank to drive continuous service improvement.

Experience

• 1 to 2 years’ experience
• Educational Qualification
• HND and B.Sc. A Master’s Degree or other professional qualification will be added advantage.

Knowledge

• Knowledge of ISO Quality Management Systems (QMS)
• Knowledge of Banking operating processes and procedures
• Knowledge of Lean & Six sigma methodologies
• Knowledge of measurement metrics/matrix designs and statistical calculations
• Knowledge of Touch-point and Customer Experience Management