Service Quality Analyst

About the Role

Reporting to the Quality Assurance & Compliance Manager, the Service Quality Analyst will ensure that the quality of customer interactions and experiences meets the company’s standards and objectives. This role focuses on monitoring, analyzing, and improving the quality of customer service and ensuring customer satisfaction. The primary goal is to optimize processes, identify issues, and maintain a high level of service delivery that enhances the overall customer experience.

Key Responsibilities

• Monitoring and Evaluation:
  • Review and assess customer service interactions (e.g., calls, emails, chat) to ensure they meet established standards for quality, compliance, and customer satisfaction.
  • Track and document performance metrics such as response time, issue resolution time, and customer satisfaction ratings.
• Data Analysis and Reporting:
  • Conduct regular Surveys for CX, and ensure all agreed CX metrics are measured on time.
  • Compile and analyze quality assurance data to generate performance reports.
  • Report on customer feedback trends, service issues, and opportunities for improvement.
  • Use customer satisfaction data (CSAT), Net Promoter Score (NPS), or other customer experience metrics to assess the effectiveness of customer service.
• Collaboration and Feedback:
  • Provide actionable feedback to customer service teams, including call agents, chat representatives, and others involved in customer-facing roles.
  • Collaborate with team leaders and managers to identify training needs or process improvements based on QA findings.
  • Conduct quality coaching sessions and training for staff to improve service delivery and performance.
• Testing and Validation:
  • Test new processes, tools, or systems designed to enhance customer experience before they are fully rolled out.
  • Ensure that customer service initiatives align with customer needs, expectations, and business goals.

• Quality Assurance:
• Service Quality checks on Complaints Management across the business
• Process adherence SLA tracking.
• Review quality of Contact Centre agents across all touch points, and ensure adherence to set standards.
• Track Leads and ensure they are forwarded to the relevant teams for closure.
• Controls
• Ensure that all activities and duties are carried out in full compliance with Customer Experience procedures, regulatory requirements, Enterprise-Wide Risk management framework and internal policies and policy standards.
• Ensure all controls reports are availed on time and when required.
• Ensure timely and other periodic risk reporting through RUniverse

Who We’re Looking For

Essential Knowledge/Skills and Experience Required:

• Business related degree from a recognized University
• Two (2) years or more work experience in customer experience, with at least one (1) year experience in quality assurance
• Adequate CRM Knowledge
• Ability to assess large volumes of customer data, identify trends, and translate findings into actionable insights.
• Excellent analytical skills to enable resolution of unstructured and complex problems.
• Good understanding of Operational Risk Management
• Familiarity with customer service technologies (e.g., CRM systems, helpdesk software) and data analysis tools (e.g., Excel, data visualization tools)
• Proficient in Ms Office Suite

Key Skills and Behavioral Competencies:

• Strong verbal and written communication skills to convey feedback effectively to team members and leadership.
• level of attention to detail when reviewing customer interactions and performance metrics.
• Ability to identify problems and root causes within the customer experience and propose solutions.
• Customer-Centric Mindset