Query Management Analyst

Position Objective

Query Management Analyst

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

Global Core Values

We are a Family:

We are Adaptable:

We are Honest:

We are Curious:

We are Passionate:

We are Accountable: