Incident Reporting Analyst

Capita; Cape Town; On-site; ZAR 300 000 - 400 000; Full time

Job summary

A leading contact center service company seeks an Incident Reporting Analyst to monitor and document operational incidents within a telecom campaign. Essential responsibilities include logging incidents, conducting root cause analysis, and preparing reports for stakeholders. The ideal candidate will have at least 2 years of relevant experience, strong analytical skills, and proficiency in MS Excel and incident tracking systems. You will play a vital role in improving service quality in a dynamic BPO environment.

Benefits

Competitive basic salary

Medical Aid

Provident fund, group life, funeral, and disability benefit

Annual performance incentive based on target percentages

Global colleague networks fostering community

Opportunities to give back through socio-economic development programmes

Annual leave exceeding statutory requirements

International exposure

Development and growth opportunities

Qualifications

• 2 years of experience in incident reporting, quality assurance, or operations analysis within a BPO or telecom environment.
• Familiarity with telecom products, services, and customer service operations.
• Proficiency in MS Excel, PowerPoint, and incident tracking systems.
• Strong analytical, communication, and problem-solving skills.

Responsibilities

• Accurately log and categorize incidents reported by frontline teams, clients, or system alerts.
• Collaborate with operations, IT, and quality teams to investigate incidents and identify root causes.
• Prepare and distribute incident reports to stakeholders including summaries, timelines, impact assessments, and corrective actions.
• Monitor recurring issues and provide insights to management for process improvement and risk mitigation.
• Ensure incident handling aligns with client SLAs, internal policies, and regulatory requirements.
• Utilize incident management tools to track and escalate issues.
• Liaise with client representatives, internal departments, and support teams to ensure transparency and resolution.
• Recommend enhancements to incident reporting processes and tools to improve efficiency and accuracy.

Skills

Cognos

Microsoft Access

SQL

Crystal Reports

Financial Report Writing

Power BI

Pivot Tables

SSRS

Tableau

Regulatory Reporting

SAS

Data Analysis Skills

Education

Matric (Completed)

Diploma or degree in Business Administration, IT, or related field

Job description

Incident Reporting Analyst

The Incident Reporting Analyst plays a critical role in monitoring, documenting, and analyzing operational incidents within a telecom campaign.

Job Description

This role ensures timely and accurate reporting of service disruptions, customer‑impacting issues, and internal process failures, enabling swift resolution and continuous improvement in a high‑volume BPO environment.

Key Responsibilities

• Incident Documentation: Accurately log and categorize incidents reported by frontline teams, clients, or system alerts.
• Root Cause Analysis: Collaborate with operations, IT, and quality teams to investigate incidents and identify root causes.
• Reporting & Communication: Prepare and distribute incident reports to stakeholders including summaries, timelines, impact assessments, and corrective actions.
• Trend Analysis: Monitor recurring issues and provide insights to management for process improvement and risk mitigation.
• Compliance & SLA Monitoring: Ensure incident handling aligns with client SLAs, internal policies, and regulatory requirements.
• System Management: Utilize incident management tools (e.g., ServiceNow, Jira, or internal platforms) to track and escalat­e issues.
• Stakeholder Engagement: Liaise with client representatives, internal departments, and support teams to ensure transparency and resolution.
• Continuous Improvement: Recommend enhancements to incident reporting processes and tools to improve efficiency and accuracy.

Professional Know How

Qualification

• Matric (Completed)
• Diploma or degree in Business Administration, IT, or related field.

Experience

• 2 years of experience in incident reporting, quality assurance, or operations analysis within a BPO or telecom environment.
• Familiarity with telecom products, services, and customer service operations.
• Proficiency in MS Excel, PowerPoint, and incident tracking systems.
• Strong analytical, communication, and problem‑solving skills.

Key Competencies

• Attention to detail and accuracy
• Analytical thinking and data interpretation
• Stakeholder management
• Time management and prioritization
• Adaptability in a fast‑paced environment
• Confidentiality and professionalism

About us

Capita is an award‑winning contact centre service company with fully hosted global delivery centres trusted by global leading brands to transform their Customer Experience.

We are here to help you gain world‑class customer service experience or grow with our variety of skills and experiences. If you have the ambition to go far and the imagination to see beyond the ordinary, there’s no better place to be.

Our services span multiple sectors, locations, and businesses, creating better outcomes for all.

Our Mutual Park offices boast a 6‑star green rating aligning with our carbon‑neutral strategy and offer our team improved facilities, amenities, and multi‑faceted transport options. On‑site benefits include a gym, doctor and clinic, creche, multiple restaurants and food stores, pharmacy, hairdresser, and spa.

Whats in it for you

• Competitive basic salary
• Medical Aid
• Provident fund, group life, funeral, and disability benefit
• Annual performance incentive based on target percentages rewarding hard work and dedication
• Global colleague networks fostering a sense of community and collaboration
• Community engagement: opportunities to give back through socio‑economic development programmes
• Annual leave exceeding statutory requirements for ample rest and rejuvenation
• International exposure broadening horizons and experiences
• Development and growth opportunities to reach full potential

Key Skills

• Cognos
• Microsoft Access
• SQL
• Crystal Reports
• Financial Report Writing
• Power BI
• Pivot Tables
• SSRS
• Tableau
• Regulatory Reporting
• SAS
• Data Analysis Skills

Location

Cape Town, South Africa

Time Type

Full time

Contract Type

Permanent

Required Experience

IC

Employment Type

Full‑Time

Vacancy

1

EEO Statement

Capita South Africa adheres to the principles of the Employment Equity Act and preference will be given to candidates in line with the business EE targets and goals.