Service Measurement and Improvement Officer at Mixta Nigeria

Mixta Africa is one of the first international and European groups to enter the Northern African Real Estate sector. Founded in April 2005, Mixta África specialises in property development projects in the African continent. The company was established with the objective of responding to the existing housing deficit in the African continent.

We are recruiting to fill the position below:

Job Title: Service Measurement and Improvement Officer

Location: Lagos, Nigeria
Employment Type: Full-time
Department: Project Management

Summary

Responsible for establishing Service Measurement parameters across all touchpoints as well as standardize, track, and analyse the parameters across the touchpoints and also review performance of all units

Responsibilities

Design, develop and implement strategies and initiatives geared towards promoting an inclusive culture of quality service across the businesses of the company
Design and create service measurement processes for use across the company
Promote service quality solutions using both internal and external customer interactions across various touch points to optimize customer experience
Monitor and measure all touch points and recommend corrective / preventive actions to close identified gaps from the touch points
Design and develop metrics that will support the company’s desired service culture
Carry out periodic customer satisfaction and service quality index surveys for internal and external customers and recommend improvement strategies based on identified gaps
Assist in monitoring and compiling performance reports on service measurement and improvement initiatives across all of the company’s businesses
Ensure stakeholder engagement on identified service challenges (i.e feedback from measurement reports and inspection of tools and premises)
Assist in undertaking, assessment and implementation of best practices across the company’s businesses to drive continuous service improvement
Develop service measurement matrix to capture critical service parameters across the company