Analyst - Operational Level Agreement (OLA)

About the role

The Analyst – OLA will support the Enterprise Business division by maintaining quality standards, evaluating process flows and identifying improvement opportunities. Reporting to the Manager – Client Success Quality Management, the role focuses on process re‑engineering, compliance monitoring and performance analysis.

Key responsibilities

• Identify and implement process improvements and conduct quality‑gap analyses.
• Monitor transactions, compliance and performance, reporting breaches, risks and corrective actions.
• Prepare quality documentation, analyse incident and service data, and track trends.
• Validate SLA breaches, process credit notes and chargebacks, and report financial exposure.
• Support development and benchmarking of team and individual quality standards.
• Conduct call evaluations, audits, spot checks and mystery‑shopping across customer touchpoints.
• Report quality deviations, track corrective actions to closure, and provide training and coaching.
• Assist the Quality Assurance Manager with the 3rd‑party recognition programme.

Required profile

• First degree in any discipline, preferably Computer Science, Engineering or equivalent; Master’s degree is an advantage.
• 3‑7 years of experience, including at least 3 years in a specialised area with supervisory responsibilities, preferably in a medium or large organization.

Required skills

• ISO 9001/2015 Lead Implementer certification
• ISO 9001/2015 Lead Auditor certification
• ITIL v4 certification
• PMP certification
• PRINCE2 certification