CX Service Quality & Analytics Analyst

Sanlam; Cape Town; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading insurance company located in Cape Town is looking for a Service Quality Analyst (CX) to improve customer experience across all channels. The role includes operational excellence, identifying barriers, and conducting root cause analysis to ensure client satisfaction. Candidates should have 3-5 years of customer service experience in a contact center environment and a completed Matric. This position offers an opportunity for impactful work in a dynamic team.

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.
• Identify and communicate barriers to performance and service delivery.
• Conduct root cause analysis on customer feedback.
• Assist with service recovery to ensure CX KPIs are met.
• Foster strong relationships within and across departments.

Skills

Analytical Thinking

Attention to Detail

Open & Effective communication

Communication & Influence

Strategic awareness

Planning & Organising

Develop Ideas

Performance focus

Customer Insight & Focus

Problem Solving

Education

Completed Matric/Grade 12

Job description

A leading insurance company located in Cape Town is looking for a Service Quality Analyst (CX) to improve customer experience across all channels. The role includes operational excellence, identifying barriers, and conducting root cause analysis to ensure client satisfaction. Candidates should have 3-5 years of customer service experience in a contact center environment and a completed Matric. This position offers an opportunity for impactful work in a dynamic team.