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Quality Control/Service Measurement Analyst (#1,335,596,724) 

Job offer #1,335,596,724 in Lagos (Lagos), Nigeria

Service Measurement Analyst Job Summary:

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 setstandards
• 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

• 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.

Deadline is 13th February, 2019.

Details of the Client Company

Name of the Client
Company Description
Human resource company.
Number of Employees
11 - 100

Job Details

Employment Status
Full time
Type of Salary
Salary plus bonus
Job Location
Post Code

Job Requirements

Minimum Educational Qualification
Bachelor's degree  in Quality Control
Professional Experience
2 Years
Languages known
English  (Expert)

Recruitment Company Details

Name of the Contact Person
Vivian Nwogu

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