Incident Reporting Analyst
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Job Location:
Cape Town - South Africa
Monthly Salary:
Not Disclosed
Posted on:
10-11-2025
Vacancies:
1 Vacancy
Job Summary
Job title:
Incident Reporting AnalystJob Description:
This role ensurestimelyandaccuratereporting of service disruptions customer-impacting issues and internal process failures enabling swift resolution and continuous improvement in a high-volume BPO environment.
Key Responsibilities:
Incident Documentation: Accurately log and categorize incidents reported by frontline teams clients or system alerts.
Root Cause Analysis: Collaborate with operations IT and quality teams to investigate incidents andidentifyroot causes.
Reporting & Communication: Prepare and distribute incident reports to stakeholders including summaries timelines impact assessments and corrective actions.
Trend Analysis:Monitorrecurring issues and provide insights to management for process improvement and risk mitigation.
Compliance & SLA Monitoring: Ensure incident handling aligns with client SLAs internal policies and regulatory requirements.
System Management:Utilizeincident management tools (e.g. ServiceNow Jira or internal platforms) to track and escalate issues.
Stakeholder Engagement: Liaise with client representatives internal departments and support teams to ensure transparency and resolution.
Continuous Improvement: Recommend enhancements to incident reporting processes and tools to improve efficiency and accuracy.
Professional Know How:
Qualification:
Matric (Completed)
Diploma or degree in Business Administration IT or related field.
Experience:
2 years of experience in incident reporting quality assurance or operations analysis within a BPO ortelecomsenvironment.
Familiarity with telecoms products services and customer service operations.
Proficiencyin MS Excel PowerPoint and incident tracking systems.
Strong analytical communication and problem-solving skills.
Key Competencies
Attention to detail and accuracy
Analytical thinking and data interpretation
Stakeholder management
Time management and prioritization
Adaptability in a fast-paced environment
Confidentiality and professionalism
About us
Capita is an award-winning contact centre service company with fully hosted global delivery centres trusted by global leading brands to transform their Customer Experience.
Were here to help get you to your future whether its to gain worldclass customer service experience or grow with our variety of skills and experiences we are here for you! If you have the ambition to go far and the imagination to see beyond the ordinary theres no better place to be.
Our services span multiple sectors locations and businesses from retail industry healthcare government education to employment working together to create better outcomes for all.
Our Mutual Park Offices boasts a 6-star green rating aligning with our carbon neutral strategy and offers our team improved facilities amenities and multi-faceted transport options. The on-site benefits include a gym a doctor and clinic a creche multiple restaurants and food stores a pharmacy a hairdresser and a spa.
Whats in it for you
Competitive Basic salary
Medical Aid
Provident fund Group life funeral and disability benefit
Annual Performance Incentive: We offer an annual performance incentive based on target % rewarding our employees for their hard work and dedication.
Global Colleague Networks: We provide opportunities for participation in global colleague networks fostering a sense of community and collaboration.
Community Engagement: We offer 8 hours for opportunities to give back to the community through our socio-economic development programmes.
Annual Leave: We provide annual leave days more than statutory requirements ensuring our employees have ample time to rest and rejuvenate.
International Exposure: We provide opportunities for international exposure broadening our employees horizons and experiences.
Development and Growth: We offer numerous opportunities for development and growth helping our employees to reach their full potential.
What we hope youll do next
Choose Apply now to fill out our short application so that we can find out more about you. Please upload an up-to-date CV which highlights your relevant experience.
What will happen next
Your application will be reviewed.
If your application is successful you will be invited to an interview with a member of the recruitment team.
IMPORTANT
The shortlisted candidates are subject to be assessed using relevant assessment tools based on the needs and requirements of the role.
Capita South Africa adheres to the principles of the Employment Equity Act and preference will be given to candidates in line with the business EE targets and goals.
Attach your most recent CV indicative of the criteria as advertised.
Location:
Cape TownSouth AfricaTime Type:
Full timeContract Type:
PermanentRequired Experience:
IC
Key Skills
- Cognos
- Microsoft Access
- SQL
- Crystal Reports
- Financial Report Writing
- Power BI
- Pivot tables
- ssrs
- Tableau
- Regulatory Reporting
- SAS
- Data Analysis Skills
About Company
We help millions of people each day with digitally-enabled solutions to transform and simplify the connections between government & citizens, businesses & customers.
