Campaign Analyst

About the role

The Campaign Analyst will coach and support contact‑centre agents to improve service quality for both external and internal clients. The role focuses on reducing security risks and enhancing the Bank's Net Promoter Score through targeted performance interventions.

Key responsibilities

• Identify performance gaps and recommend actions to improve workflow efficiency.
• Provide coaching using various methodologies and deliver timely feedback to agents and team leaders.
• Conduct group coaching sessions to reinforce Business Key Performance Indicators.
• Support ad‑hoc functionality requests and recommend process, system, and policy enhancements.
• Build and maintain relationships with internal and external stakeholders.
• Assess agent‑client interactions using evaluation forms and monitor correct system usage across channels.
• Escalate process gaps and training needs identified during client interactions.
• Stay current with legislation and industry changes affecting the role.

Required profile

• Matric / Grade 12 / National Senior Certificate (NQF Level).
• Strong understanding of banking vision and values.
• Ability to communicate effectively at all organisational levels.
• Commitment to personal development and continuous learning.

Required skills