Service Measurement and Improvement


Lagos, Nigeria

Closing: 31 Jul 2022

Mixta Africa

8 Kasumu Ekemode, Off Saka Tinubu Street – Victoria Island, Lagos. Nigeria


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


  • 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


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Job Overview

  • Department

    Project Management
  • Experience

    0 - 7 Year(s)
  • Education