Query Management Analyst

Position Objective

The Query Management Analyst aims to ensure the timely accurate and professional handling of queries from initial logging through to resolution and reporting. The Query Management Analyst is responsible for monitoring and prioritising incoming queries coordinating with relevant teams to resolve issues maintaining accurate records producing performance reports and contributing to process improvements that enhance efficiency and stakeholder satisfaction.

Key Responsibilities

Qualifications & Experience

• Bachelors degree in Business Administration Information Systems or a related field (preferred)
• 13 years experience in query management customer service or operations support roles.
• Demonstrable experience with Salesforce is essential.
• Experience working with offshore or cross-cultural teams is an advantage.
• Experience in workforce management staffing or services environments is desirable.

Key Capabilities

• High attention to detail and accuracy: Maintains precision in all work ensuring outputs are complete correct and compliant with required standards.
• Strong communication and interpersonal skills: Communicates clearly and professionally with a variety of stakeholders building effective working relationships.
• Excellent organisational and time management skills: Plans and prioritises tasks effectively to meet deadlines while sustaining high-quality standards.
• Analytical and problem-solving mindset: Gathers and evaluates information to identify issues develop solutions and improve processes.
• Proficiency in relevant systems and tools: Confident in using business software and applications to manage information produce reports and support decision-making.
• Collaborative and proactive approach: Works effectively with colleagues to achieve shared objectives anticipating challenges and addressing them early.
• Adaptability and resilience: Performs effectively in a fast-paced changing environment adjusting priorities while maintaining professionalism.

Behavioural Expectations

Behaviour must always be consistent with all company policies procedures and the Global Core Values:

We are a Family: We care for each other and work better as a team. Our culture is built on respect loyalty and fun.

We are Adaptable: We dont back down from change. By embracing it we have an opportunity to learn and grow.

We are Honest: We keep our promises and act with integrity. We do the right thing.

We are Curious: We are solutions focused. We use our curiosity and love for learning to solve our customers problems.

We are Passionate: We are proud about what we do. We strive for professional excellence because we believe in ourselves and our team.

We are Accountable: We take responsibility for our work. By taking ownership we deliver results.