Service Measurement and Improvement Analyst

at Workforce Group
Location Lagos, Nigeria
Date Posted October 19, 2020
Category Accounting
Job Type Full-time
Currency NGN



  • Design and develop metrics that will support and drive desired service culture test and assess customer complaint management processes across experience centers to ensure it aligns with set standards
  • Measure/Monitor all customer touch points and recommend corrective /preventive actions to close identified gaps
  • Assist in obtaining and analyze data from all service measurement tools (customer feedbacks, service level agreements etc.) and communicate feedback with an actionable recommendation to appropriate teams for implementation
  • Assist in monitoring and compiling performance reports on service measurement and improvement initiatives across experience centers
  • Assist in ensuring stakeholder engagement on identified service challenges (i.e. feedback from measurement reports) and run periodic campaign to communicate service measurement attributes across experience centers
  • Assist to carry out periodic Customer Satisfaction and Service quality index surveys (for both internal and external customers) and recommend appropriate training and development programs based on identified gaps
  • Assist in coordinating service training and workshops to up-skill experience centers

Job Requirements

  • First Degree in any discipline
  • A Master's Degree or other professional qualification will be an added advantage
  • 2-4 years’ cognate experience
  • ISO Certification will be added advantage
  • Knowledge of Banking’s structures policies processes and procedures
  • Knowledge of Banking Operations
  • Knowledge of customer service and service level monitoring
  • Knowledge of all Company’s full range of products
  • Knowledge of regulations governing the management of financial services
  • Knowledge of the Code of Banking Practice
  • Knowledge of what constitutes effective service delivery
  • Knowledge of the Bank’s operating environment and business strategy.


  • Proficient computer skills.
  • Experience with CRM preferred.
  • Proficient with MS Office suites.
  • Excellent phone etiquette.
  • Outstanding communication skills both verbal and written.
  • Strong people skills.

Applying Instructions

Method of Application

Interested and qualified? Go to Workforce Management Centre on to apply
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