One of South Africa’s leading companies in the Media and Entertainment space is on the lookout for a talented Process Analyst to handle their Digital Media Products.

Roles and responsibilities

* Define customer service processes for all Digital Media products across all touch points

* Administer Customer Care knowledge repository

* Co-ordinate to implement defined processes

* Monitor adherence to defined processes, highlight deviations and rectify them

* Seek continuous improvement to optimize processes

Education & Experience:

* Must have a Degree or Diploma in Business Analysis / Relevant Qualification

* Must have at least 3 years of experience in Process and Quality improvement project environment

* Must have experience in implementing and driving QA projects and interventions within the business

* Pay TV / Mobile Operator background an advantage

Knowledge:

The candidate possessing following will be preferred:

* User experience and understanding of Digital Media products and services

* Good understanding of Customer Care business functions

* Expertise in documenting, analyzing and optimizing business processes

* Knowledge of Six Sigma, Kaizen and Process related tools and techniques

* Association with forums and communities related to Business Processes


Functional Competencies:

* Process documentation using tools like MS Visio, Aris etc

* Analytical Skills

* Problem Solving Skills

* Data Interpretation

* Attention To Detail

Behavioural Competencies:

* Initiative for improvement

* Good Verbal and Written Communication

* Interpersonal Skills

* Time Management

* Teamwork