CX Analytics & Service Quality Specialist

Sanlam Limited; Bellville; On-site; ZAR 300 000 - 400 000; Full time

Job summary

A leading insurance company has a permanent opportunity for a Service Quality Analyst (CX) based in Bellville, South Africa. The successful candidate will drive operational excellence and enhance customer experience, collaborating with teams to ensure KPIs are met. Key responsibilities include performance reporting, data analysis, and developing insights to improve client interactions. Candidates should have 3-5 years of relevant customer service experience in a contact center, along with strong analytical thinking and communication skills.

Qualifications

• 3 - 5 years in customer service experience within a contact centre environment.
• Business analysis and operations experience.

Responsibilities

• Drive operational excellence and enhance customer experience across all channels.
• Automate calculation and reporting of consolidated CX performance scores.
• Identify relevant data and integrate multiple data sources to derive insights.
• Collaborate with business stakeholders to gather requirements for client experience measurement.

Skills

Analytical Thinking

Attention to Detail

Open & Effective communication

Strategic awareness

Customer Insight & Focus

Problem Solving

Education

Completed Matric/Grade 12

Job description

A leading insurance company has a permanent opportunity for a Service Quality Analyst (CX) based in Bellville, South Africa. The successful candidate will drive operational excellence and enhance customer experience, collaborating with teams to ensure KPIs are met. Key responsibilities include performance reporting, data analysis, and developing insights to improve client interactions. Candidates should have 3-5 years of relevant customer service experience in a contact center, along with strong analytical thinking and communication skills.