Service Delivery Analyst at HealthPlus Limited

HealthPlus Limited is Nigeria’s first Integrative Pharmacy. We are the fastest growing pharmacy chain in West Africa, committed to our mission of helping people achieve Optimum Health and Vitality. From inception, HealthPlus has distinguished itself as the Pharmacy of Choice through the provision of high quality healthcare products such as medicines, nutritional supplements, natural remedies, home medical equipment, mobility aids and pharmacy services, by certified and well-informed healthcare professionals, in a friendly and hygienic environment.

We are recruiting to fill the position below:

Job Title: Service Delivery Analyst Reference No. HP / CT / SDA / 02 Location: Lagos

Responsibilities

Review metrics for customer service surveys
Implement Customer Satisfaction Surveys
Implement Internal Customer Surveys
Generate performance reports from the Helpdesk tool periodically
Track the implementation of recommendations from the service surveys
Use analytics across to give the organization a competitive edge by understanding customer preferences
Collate, analyze and report on HealthPlus’ service performance across its touch points based on pre- defined service metrics
Continuously improve on service metrics and measurement tools (questionnaires) based on evolving customer expectations and organizational priorities.
Implement Net Promoter Score Surveys
Implement Mystery Shopping Surveys
Generate reports & provide actionable insights from the data obtained from the service surveys
Improve awareness on the use of the Helpdesk tool

Requirements

First degree in any technical field
A Master’s degree is an added advantage
A minimum of 4 years' relevant work experience covering a range of service functional areas
Adept knowledge of survey monkey, google form/docs and renowned data gathering as well as business intelligence tools
Excellent knowledge of MS Office Suite (Word, Excel, PowerPoint, Visio, SharePoint, Project, Outlook)
Great attention to detail
Ability to communicate effectively with staff at all levels including third parties.
Excellent analytical skills
Excellent report writing & presentation skills
Ability to multitask
IT savvy