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

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.