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

Reports To: Manager - Client Success Quality Management

Division: Enterprise Business

Mission

• 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

Description

• Ensure process re-engineering; identify and implement process improvements.
• Conduct quality-gap analyses, recommend improvement actions and track implementation to closure.
• Effectively execute stated policies and procedures for quality and performance management.
• Routinely monitor transactions performed by process owners to identify non-compliance.
• Monitor compliance, facilitate performance reviews and report breaches, risks and corrective actions to relevant stakeholders.
• Proactively identify environmental constraints to quality delivery.
• Prepare quality documentation and reports by collecting, analysing and summarising information and trends: including failed processes, stability studies, recalls, corrective actions and re-validations.
• Analyse incident, service and system performance data to identify trends, recurring issues and improvement opportunities.
• Monitor planned and unplanned outages, assess customer impact and track corrective actions to resolution.
• Track delivery performance, escalate delays and coordinate corrective actions with fulfilment and support teams.
• Validate SLA breaches and determine applicable service credits or penalties in line with contractual terms.
• Process approved credit notes and chargebacks, maintain supporting records and report financial exposure.
• Support the development, monitoring and benchmarking of team and individual quality and performance standards.
• Conduct call evaluations, calibration sessions, compliance audits, spot checks and mystery-shopping exercises across processes and customer touchpoints to assess compliance with approved standards.
• Report quality deviations and control gaps, track corrective actions to closure, and provide training and coaching to service representatives.
• Assist the Quality Assurance Manager in implementing the Quality Assurance recognition programme for 3rd parties.

Education

• First degree in any discipline preferably Computer Science, Engineering or equivalent
• ISO 9001/2015 Lead Implementer and Lead Auditor certifications, ITIL v4, PMP or PRINCE2.
• Master’s Degree in a relevant discipline will be an added advantage
• Fluent in English

Experience

3-7 years’ experience which includes

• Minimum of 3 years’ experience in an area of specialization; with experience in supervising others
• Experience working in a medium or large organization.