Analyst - OLA (Operational-Level Agreement) .Enterprise Business NG

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<b>Reports To:</b> Manager - Client Success Quality Management
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<b>Division:</b> Enterprise Business
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<b>Mission:</b>
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<li>To assist in the maintenance of established quality standards through first line evaluation and reporting of process flows with the aim of identifying areas for process improvement</li>
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<b>Description:</b>
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<li>Ensure process re-engineering; identify and implement process improvements.</li>
<li>Conduct quality-gap analyses, recommend improvement actions and track implementation to closure.</li>
<li>Effectively execute stated policies and procedures for quality and performance management.</li>
<li>Routinely monitor transactions performed by process owners to identify non-compliance.</li>
<li>Monitor compliance, facilitate performance reviews and report breaches, risks and corrective actions to relevant stakeholders.</li>
<li>Proactively identify environmental constraints to quality delivery.</li>
<li>Prepare quality documentation and reports by collecting, analysing and summarising information and trends: including failed processes, stability studies, recalls, corrective actions and re-validations.</li>
<li>Analyse incident, service and system performance data to identify trends, recurring issues and improvement opportunities.</li>
<li>Monitor planned and unplanned outages, assess customer impact and track corrective actions to resolution.</li>
<li>Track delivery performance, escalate delays and coordinate corrective actions with fulfilment and support teams.</li>
<li>Validate SLA breaches and determine applicable service credits or penalties in line with contractual terms.</li>
<li>Process approved credit notes and chargebacks, maintain supporting records and report financial exposure.</li>
<li>Support the development, monitoring and benchmarking of team and individual quality and performance standards.</li>
<li>Conduct call evaluations, calibration sessions, compliance audits, spot checks and mystery-shopping exercises across processes and customer touchpoints to assess compliance with approved standards.</li>
<li>Report quality deviations and control gaps, track corrective actions to closure, and provide training and coaching to service representatives.</li>
<li>Assist the Quality Assurance Manager in implementing the Quality Assurance recognition programme for 3rd parties.</li>
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<b>Education:</b>
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<li>First degree in any discipline preferably Computer Science, Engineering or equivalent</li>
<li>ISO 9001/2015 Lead Implementer and Lead Auditor certifications, ITIL v4, PMP or PRINCE2.</li>
<li>Master’s Degree in a relevant discipline will be an added advantage</li>
<li>Fluent in English</li>
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<b>Experience:</b>
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3-7 years’ experience which includes
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<li>Minimum of 3 years’ experience in an area of specialization; with experience in supervising others</li>
<li>Experience working in a medium or large organization.</li>
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