Service Quality Analyst (CX) - CPT

The role

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. Report to be shared to the business daily to keep track of KPI measurements and drive collaboration between teams to ensure service recovery.
• Identify relevant data and integrate multiple data sources (e.g. client experience survey data, customer journey metrics, qualitative data, client behavioral data and internal data) to perform analysis and derive insights.
• Perform root cause analysis (i.e. deep dives) to identify insights that will enable the business to improve client experience this should be 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 - Reviews, analyzes, and interprets data that affects Customer Experience metrics. Highlights areas for improving immediate necessities, and overall strengths impacting customer experience.
• Perform analytics to meet the business needs and address the stakeholders' requirements.

Qualification and Experience

• Completed Matric/Grade 12
• 3 - 5 years in customer service experience within a contact centre environment.
• Business analysis and operations experience.

Knowledge and Experience

• Analytical Thinking
• Attention to Detail
• Open & Effective communication
• Communication & Influence
• Strategic awareness
• Planning & Organising
• Develop Ideas
• Performance focus
• Customer Insight & 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 whilst based in South Africa, we are rapidly moving 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 centered on our delivering client’s freedom from worry. We’re about people. People drive our business so it follows that we want to recruit the best people possible whether they work for us permanently or for a short time as temporary employees.

At Santam we are committed to transformation and embracing diversity. This commitment is what 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.