Service Quality Analyst (CX) - CPT

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 ...