Service Delivery Analyst at HealthPlus Limited

HealthPlus Limited, Nigeria’s first integrative pharmacy, is the fastest-growing pharmacy chain in West Africa. We are committed to our mission of helping people achieve optimum health and vitality, while delivering superior value to stakeholders. Our vision is to be Africa’s #1 for pharmacy, wellness and beauty. Recently, we secured significant foreign investment from our partners to scale up our network of retail outlets and our online business. This strategy will give us unparalleled reach across the country and beyond.We are recruiting to fill the position below:Job Title: Service Delivery AnalystReference #: HP/CT/SDALocation: LagosContract Type: PermanentJob FunctionsAnalysis, Communications, Data Analysis, Data Capturing, Information Technology, Investigation & Compliance, Process Development, Research and Development, Retail, Strategic Communication,TechnicalIndustries: IT - Information Technology, Research, RetailJob DescriptionsThe Service Delivery Analyst is responsible for identifying & implementing opportunities that improve service delivery within HealthPlus and augment the development of a service excellence mindset within the organization.Specifications:Define measurement metrics for customer surveys and mystery shoppingImplement CSAT surveysImplement mystery shopping programImplement internal Service Level Agreement (SLA) programCollate, analyse and report on HealthPlus’ service performance across its touch points based on pre- defined service metricsGenerate reports & provide actionable insights from the data obtained from the mystery shopping exercise and other surveysTrack the implementation of recommendations from the Mystery shoppingDevelop comprehensive customer analytics across the HealthPlus to gain awareness on customer preferencesContinuously improve on service metrics and measurement tools (questionnaires) based on evolving customer expectations and organizational prioritiesActive mystery shopper programImproved mystery shopper ratingsAccuracy, completeness and reliability of reports generated 

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