Incident Reporting Analyst

Incident Reporting Analyst The Incident Reporting Analyst plays a critical role in monitoring, documenting, and analyzing operational incidents within atelecomscampaign. 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 elevate 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. Qualifications 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 telecoms environment. Familiarity with telecoms 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're here to help get you to your future — whether it's to gain worldclass customer service experience or grow with our variety of skills and experiences, we are here for you 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 from retail industry, healthcare, government education to employment, working together to create better outcomes for all. Our Mutual Park Offices boasts a 6-star green rating aligning with our carbon neutral strategy and offers our team improved facilities, amenities and multi-faceted transport options. The on-site benefits include a gym, a doctor and clinic, a creche, multiple restaurants and food stores, a pharmacy, a hairdresser and a spa. Benefits Competitive Basic salary Medical Aid Provident fund, Group life, funeral and disability benefit Annual Performance Incentive: We offer an annual performance incentive based on target %, rewarding our employees for their hard work and dedication. Global Colleague Networks: We provide opportunities for participation in global colleague networks, fostering a sense of community and collaboration. Community Engagement: We offer 8 hours for opportunities to give back to the community through our socio-economic development programmes. Annual Leave: We provide annual leave days more than statutory requirements, ensuring our employees have ample time to rest and rejuvenate. International Exposure: We provide opportunities for international exposure, broadening our employees' horizons and experiences. Development and Growth: We offer numerous opportunities for development and growth, helping our employees to reach their full potential. What we hope you'll do next Choose 'Apply now' to fill out our short application, so that we can find out more about you. Please upload an up-to-date CV which highlights your relevant experience. What will happen next? Your application will be reviewed. If your application is successful, you will be invited to an interview with a member of the recruitment team. IMPORTANT The shortlisted candidates are subject to be assessed using relevant assessment tools based on the needs and requirements of the role. 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. Location: Cape Town, South Africa Time Type: Full time Contract Type: Permanent #J-18808-Ljbffr