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
ACCOUNTABILITY
ACTIVITIES
Query Logging & Prioritisation
Monitor log and track all incoming queries in Salesforce and Certinia ensuring accurate and complete records for every case.
Categorise and prioritise queries according to urgency potential business impact and agreed service level agreements (SLAs).
Ensure consistent use of query categories codes and statuses to enable accurate reporting and performance tracking.
Issue Resolution & Stakeholder Coordination
Liaise with internal teams offshore partners (including India) and external stakeholders to gather the necessary information for resolving queries.
Maintain clear timely and professional communication throughout the query lifecycle providing regular updates to stakeholders.
Escalate complex high-impact or recurring issues to the appropriate department or manager ensuring they are addressed promptly.
Knowledge Management & Documentation
Record detailed query resolutions and update internal knowledge bases FAQs and documentation to support future reference and faster resolution times.
Maintain accurate and accessible records of all communications actions and outcomes associated with each query.
Share insights and resolution strategies with the wider team to support training onboarding and continuous learning.
Reporting & Analysis
Generate and maintain reports on query volumes categories resolution times and SLA compliance for management review.
Analyse data to identify recurring query patterns or process bottlenecks and propose practical solutions to address them.
Support management in using query analysis to inform operational decision-making and process improvements
Process Improvement & Support
Identify opportunities to improve query handling efficiency including workflow changes automation opportunities and system enhancements.
Support the onboarding and training of new team members sharing knowledge and best practices to ensure consistent service delivery.
Assist with month-end processes and related reconciliations as needed ensuring query-related items are resolved or documented before close.
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.
Required Experience:
IC
Job DescriptionPosition ObjectiveThe 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 wi...
Job Description
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
ACCOUNTABILITY
ACTIVITIES
Query Logging & Prioritisation
Monitor log and track all incoming queries in Salesforce and Certinia ensuring accurate and complete records for every case.
Categorise and prioritise queries according to urgency potential business impact and agreed service level agreements (SLAs).
Ensure consistent use of query categories codes and statuses to enable accurate reporting and performance tracking.
Issue Resolution & Stakeholder Coordination
Liaise with internal teams offshore partners (including India) and external stakeholders to gather the necessary information for resolving queries.
Maintain clear timely and professional communication throughout the query lifecycle providing regular updates to stakeholders.
Escalate complex high-impact or recurring issues to the appropriate department or manager ensuring they are addressed promptly.
Knowledge Management & Documentation
Record detailed query resolutions and update internal knowledge bases FAQs and documentation to support future reference and faster resolution times.
Maintain accurate and accessible records of all communications actions and outcomes associated with each query.
Share insights and resolution strategies with the wider team to support training onboarding and continuous learning.
Reporting & Analysis
Generate and maintain reports on query volumes categories resolution times and SLA compliance for management review.
Analyse data to identify recurring query patterns or process bottlenecks and propose practical solutions to address them.
Support management in using query analysis to inform operational decision-making and process improvements
Process Improvement & Support
Identify opportunities to improve query handling efficiency including workflow changes automation opportunities and system enhancements.
Support the onboarding and training of new team members sharing knowledge and best practices to ensure consistent service delivery.
Assist with month-end processes and related reconciliations as needed ensuring query-related items are resolved or documented before close.
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.
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