Medallia & Mystery Shopping Analyst at Vodafone Ghana

Role Purpose

The Vodafone Heartbeat and Mystery Shopping Analyst will assist the Customer Experience Manager to deliver and improve the overall Customer Experience delivery for the business.  The right candidate will have a deep understanding of customer data and analytics and be able to use that knowledge to drive business decisions.

This includes but not limited to:

1.  Develop, implement, and maintain customer intelligence strategies to identify profitable, potential opportunities in the products space 
2.  Conduct regular competitive research to make informed business decision (Mystery shopping)
3.  Collate and use the Voice of the Customer feedback from Customers to drive change and improve the overall Customer Experience delivery for the business
4.  Measure and provide feedback to all stakeholders on the Voice of the Customer metrics monitoring results.
5.  Drive down detractor reasons through Close the Loop, stakeholder engagements and end to end fixes 
6.  Monitor Voice of the Customer metrics to meet set business objectives

Key Accountabilities and Decision Ownership

1.  Vodafone Heartbeat and Mystery shopping:
   1.  Market SPOC (Ghana) for Vodafone Heartbeat
   2.  Engage Vodafone Group on all changes affecting the Heartbeat platform
   3.  Manage the Vodafone Heartbeat Platform e.g., File Processing, Responses, etc.
   4.  Monitor and Track CXX KPIs for the Ghana Market i.e., TNPS and FTF
   5.  Supervise and manage the Close the Loop team
   6.  Share weekly updates with Senior Management and Key Stakeholders (Cross function)
2. Quality Assurance:
   1.  Support the QA Team on quality assurance checks on Frontline and Customer Operations – On-boarding/Activation and Fault resolution.
   2.  Ensure quality of customer data for all services, customer types and channels
   3.  Provide accurate data analysis and trends to assist management in decision making
3. Business Efficiency:
   1.  Provide accurate feedback to stakeholders on status of Voice of the Customer issues
   2.  Follow up with stakeholders to ensure necessary corrections are made with reference to audit feedback given within stipulated TATs
   3.  Co-ordinate the design and implementation of service performance measurement criteria through customer feedback and conduct benchmarking studies on key processes

Core Competencies, Knowledge and Experience

1.  Customer centric: Able to take a typical customer view and translate to actionable business areas
2.  Result oriented: Able to recommend, execute and take corrective action, where necessary and appropriate.
3.  Excellent stakeholder management
4.  Able to work independently, self-directed and result oriented.
5.  Able to work with cross-functional teams.
6.  Strong analytic skills and ability to quickly grasp the essence of new business and process area
7.  Good writing and presentation skills.
8.  Good Analytical and decision-making Skills

Technical and Professional Qualifications

•  Minimum of a bachelor’s degree in business administration or related discipline
•  Telecommunications Service Quality and Customer Experience
•  Experience using Microsoft 365, especially proficient in Excel, Word & Power point.
•  Data Analytics and Visualizations
•  Project Management Experience
•  Stakeholder Management Experience
•  Good written and oral skills
•  Address other tasks and duties, as assigned by Line Manager