JOB TITLE: Service Measurement and Improvement Officer
JOB LOCATION: Lagos, Nigeria
Employment Type: Full-time
Department: Project Management
JOB DETAILS:
- Responsible for establishing Service Measurement parameters across all touchpoints as well as standardize, track, and analyse the parameters across the touchpoints and also review performance of all units
Responsibilities
- Design, develop and implement strategies and initiatives geared towards promoting an inclusive culture of quality service across the businesses of the company
- Design and create service measurement processes for use across the company
- Promote service quality solutions using both internal and external customer interactions across various touch points to optimize customer experience
- Monitor and measure all touch points and recommend corrective / preventive actions to close identified gaps from the touch points
- Design and develop metrics that will support the company’s desired service culture
- Carry out periodic customer satisfaction and service quality index surveys for internal and external customers and recommend improvement strategies based on identified gaps
- Assist in monitoring and compiling performance reports on service measurement and improvement initiatives across all of the company’s businesses
- Ensure stakeholder engagement on identified service challenges (i.e feedback from measurement reports and inspection of tools and premises)
- Assist in undertaking, assessment and implementation of best practices across the company’s businesses to drive continuous service improvement
- Develop service measurement matrix to capture critical service parameters across the company
Apply Now
Deadline: July 31, 2022
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