Client Experience Analyst

7 days ago

Johannesburg, Gauteng, South Africa IG Group Full time

Company Overview

IG Group is a global fintech leader, dedicated to delivering exceptional trading and investing experiences to ambitious individuals worldwide. Our innovative platforms, cutting-edge products, and commitment to excellence have earned us numerous awards and recognition.

We operate in 18 countries, providing a unique opportunity to collaborate with talented professionals from diverse backgrounds. Our hybrid working environment offers a better work-life balance, and we provide access to modern offices, agile spaces, and state-of-the-art facilities.

Your Role

In this position, you'll play a critical role in enhancing our client experience by assessing interactions across multiple channels. You'll focus on evaluating service quality, internal metrics, and client journey, providing actionable feedback and coaching to improve performance.

Responsibilities include:

  • Evaluating client interactions via phone, email, and chat, analyzing CSAT scores, internal quality metrics, and overall service quality.
  • Providing clear, constructive feedback to Trading Services Analysts and Trainee Sales Traders to enhance their performance.
  • Developing a deep understanding of current procedures, policies, and processes to ensure evaluations align with business objectives.
  • Identifying trends and recurring issues from client interactions and suggesting areas for service delivery improvement.
  • Collaborating with the Training and Development team to align training materials with evaluation results.
  • Monitoring team performance against established quality metrics and KPIs, ensuring adherence to service standards.
  • Assisting in creating and updating internal feedback forms and evaluation tools.
  • Reporting evaluation results to management, highlighting insights, trends, and recommendations for process improvements.

Requirements

To succeed in this role, you'll need:

  • Strong analytical skills to assess client interactions and interpret performance data.
  • Excellent communication skills to provide clear, constructive feedback to team members.
  • A solid understanding of client service standards and best practices in quality assurance.
  • The ability to manage multiple priorities and work effectively under pressure.
  • Strong organizational skills and a proactive, solution-oriented approach to challenges.
  • Comfort with working with performance metrics such as CSAT and FTR.
  • Flexibility to work in rotational shifts to support global coverage for the department.
  • A university degree or equivalent experience.
  • At least 12 months of experience within Trading Services, with a preference for those with experience in evaluation monitoring.
  • A solid understanding of internal products and processes, along with strong performance in Trading Services.

Career Growth

At IG Group, we're committed to supporting your career development and growth. With internal and external learning opportunities, and the tools to help you succeed, we'll empower you to achieve your goals.

We have ambitious targets to expand our global presence, increase revenue growth, and deliver the world's best trading experience. Join us for an exciting future and be part of shaping our company's success.

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