Service Measurement and Improvement Analyst at Mixta Nigeria

The Ideal candidate will be responsible for establishing Service Measurement parameters across all touchpoints as well as standardize, track and analyse the parameters across the touch-points and also review performance of all units.

MAIN RESPONSIBILITIES

• Design, develop and implement strategies and initiatives geared towards promoting an inclusive culture of quality service across the businesses of the company
• Design and create service measurement processes for use across the company
• Promote service quality solutions using both internal and external customer interactions across various touch points to optimize customer experience
• Monitor and measure all touch points and recommend corrective / preventive actions to close identified gaps from the touch points
• Design and develop metrics that will support the company’s desired service culture
• Carry out periodic customer satisfaction and service quality index surveys for internal and external customers and recommend improvement strategies based on identified gaps
• Assist in monitoring and compiling performance reports on service measurement and improvement initiatives across all of the company’s businesses
• Ensure stakeholder engagement on identified service challenges (i.e feedback from measurement reports and inspection of tools and premises)
• Assist in undertaking, assessment and implementation of best practices across the company’s businesses to drive continuous service improvement
• Develop service measurement matrix to capture critical service parameters across the company

Deliverables

• Develop a robust Customer Satisfaction Survey for our key products and target buying markets
• Deliver a Monthly Customer Experience Analytics and Insights report detailing key initiatives, complaints, their resolutions, number of incidences, and key outcomes to enable the company track its customer service goals
• Champion the implementation of service improvement strategies through effective monitoring of all touch points.

SKILLS

• Good command of English
• Very good communication skills
• Data gathering and analysis
• Statistical techniques
• Presentation skills
• Analytical
• Problem solving
• Ability to use Microsoft Office applications (Visio, Excel, Word, and PowerPoint)
• Self-starter, able to work with minimal supervision
• Excellent reporting abilities

EXPERIENCE AND EDUCATION

• Minimum of bachelor’s degree
• At least 3 years’ experience in Customer Experience, Analytics and Service Measurement