CX Operations Analyst

Budget: R15,000 - R20,000

Location: Gardens, Cape Town

Working Type: Hybrid with 3 days in-office

Key Duties & Responsibilities:

Complaints & Escalations Analysis

• Serve as an escalation point for high complexity complaints
• Review new complaints and escalations and categorise them by root cause,
• journey stage, and issue type
• Maintain accurate and up-to-date complaints and escalations trackers
• Identify repeat issues, emerging risks, and high-impact drivers
• Escalate insights and risks to the CX Lead with supporting data and
• examples

Root Cause Analysis (Short-Cycle)

• Produce weekly and bi-weekly RCA summaries focused on:
  
  • Top customer pain points
  • Repeat contact drivers
  • Process, system, or communication gaps
• Track whether previously identified issues are improving or persisting
• Provide evidence-based inputs to support prioritisation discussions

SLA & Operational Performance Reporting

• Pull, prepare, and maintain SLA and CX performance data
• Highlight:
  
  • SLA breaches and near-breaches
  • Volume spikes or anomalies
  • Operational risks impacting customer outcomes
• Maintain reporting inputs and dashboards used by the CX Lead

CX Insight Preparation

• Convert raw data into clear, decision-ready insights
• Prepare concise summaries such as:
  
  • Top 3 customer issues this week
  • What’s changed vs last week
  • What needs attention now
• Support CX forums, updates, and cross-functional conversations with evidence and insight

Knowledge & Enablement Inputs

• Identify recurring customer issues that point to:
  
  • Knowledge gaps
  • Process misunderstandings
  • Communication issues
• Recommend updates to FAQs, knowledge articles, or customer comms based
• on data
• Support updates once prioritised

Operational Support (Secondary / Exception-Based)

• Provide operational support during peak periods or incidents to protect
• customer outcomes
• Assist with manual CX and collections processes when required

Technical Requirements:

• 1–4 years’ experience in CX Operations, Service Quality, CX Analysis,
• Escalations, or Operational Reporting
• Comfortable working with customer data, complaints, and performance metrics
• Experience with CRM or case management systems
• Strong written and verbal communication skills
• Financial services or fintech experience advantageous

How can I apply?

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