Service Delivery Analyst at Health Plus Limited

Responsibilities

• Review metrics for customer service surveys
• Implement Customer Satisfaction Surveys
• Implement Internal Customer Surveys
• Implement Net Promoter Score Surveys
• Implement Mystery Shopping Surveys
• Generate reports & provide actionable insights from the data obtained from the service surveys
• Improve awareness on the use of the Helpdesk tool
• Generate performance reports from the Helpdesk tool periodically
• Track the implementation of recommendations from the service surveys
• Use analytics across to give the organization a competitive edge by understanding customer preferences
• Collate, analyze and report on HealthPlus’ service performance across its touch points based on pre- defined service metrics
• Continuously improve on service metrics and measurement tools (questionnaires) based on evolving customer expectations and organizational priorities.

Requirements

• First degree in any technical field
• A Master’s degree is an added advantage
• A minimum of 4 years' relevant work experience covering a range of service functional areas
• Excellent analytical skills
• Excellent report writing & presentation skills
• Ability to multitask
• IT savvy
• Adept knowledge of survey monkey, google form/docs and renowned data gathering as well as business intelligence tools
• Excellent knowledge of MS Office Suite (Word, Excel, PowerPoint, Visio, SharePoint, Project, Outlook)
• Great attention to detail
• Ability to communicate effectively with staff at all levels including third parties.

Remuneration
Market-Related.