Service Quality Analyst

Service Quality Analyst (CX) – CPT Join to apply for the Service Quality Analyst (CX) – CPT role at Sanlam An exciting permanent opportunity has become available within Santam Client Solutions, Direct for a Service Quality Analyst (CX) to join the team. The successful incumbent will be based at our offices in Tygervalley, Cape Town. What will you do? Santam Direct is seeking a dynamic individual to drive operational excellence and enhance customer experience across all channels. This role involves identifying and communicating barriers to performance and service delivery, conducting root cause analysis on customer feedback, and assisting with service recovery to ensure CX KPIs are met. You will keep teams informed of any developments impacting performance, foster strong relationships within and across departments, and host regular CX meetings to align goals. Working closely with coaches, you will integrate CX with QA processes and provide detailed root‑cause feedback categorized by agent, customer, process or technology failures. Additionally, you will actively support the team in meeting deadlines and targets while ensuring strict adherence to Standard Operating Procedures and company policies. What will make you successful in this role? Automate the calculation and reporting of consolidated CX performance (KPI) scores, sharing daily reports to drive collaboration between teams to ensure service recovery. Identify relevant data and integrate multiple data sources (client experience survey data, customer journey metrics, qualitative data, client behavioural data and internal data) to perform analysis and derive insights. Perform root cause analysis (deep dives) to identify insights that enable the business to improve client experience based on the ACPT principle. Assist with Service recovery / customer contact to ensure CX KPIs are met. Collaborate with business stakeholders to gather requirements for client experience measurement use cases, provide status updates and continuously build relationships. Targeted analysis – review, analyse and interpret data that affects Customer Experience metrics, highlighting areas for immediate improvement and overall strengths. Perform analytics to meet business needs and address stakeholders’ requirements. Qualification and Experience Completed Matric/Grade 12. 3–5 years of customer service experience within a contact centre environment. Business analysis and operations experience. Knowledge and Experience Analytical thinking. Attention to detail. Open and effective communication. Communication and influence. Strategic awareness. Planning and organising. Develop ideas. Performance focus. Customer insight and focus. Problem solving. Who are we? Santam is the market leader in the general insurance industry in Southern Africa. We are a large, diversified, expanding and transforming company and while based in South Africa, we are rapidly expanding into a number of emerging markets, both in Africa and Asia. Our success is rooted in our passion for our clients and everything we do is centred on delivering our clients’ freedom from worry. We are about people, and we want to recruit the best people possible – whether as permanent employees or as temporary staff. At Santam we are committed to transformation and embracing diversity. This commitment drives us to achieve a diverse workplace with employment equity as a key goal to create an inclusive workforce, representative of the demographics of our society. In achieving our employment equity goals we give preference to applicants from the designated groups in alignment with the Divisions Employment Equity targets. Seniority Level Mid‑Senior level Employment Type Full‑time Job Function Other #J-18808-Ljbffr