Get to know the Role:
Analyses contact centre CSAT and DISSAT, scrubbing DISSAT for actionable items related to agent improvement and work towards reduction of DISSAT score.
The day-to-day activities:
- - Set up process for DISSAT analysis – detailed collection, aggregation, reporting and analysis of specific customer transactions that was identified as Dissatisfaction by customers through the Grabber Rating survey
- - Proposal for monthly action items to improve dissatisfaction score
- - Work cross functionally with Operations team to roll out campaigns to reduce dissatisfaction on identified areas
- - Work closely with QA analysts to work on coaching agents for improvement leading to reduction of Dissatisfaction score
- - Monthly report on progress
- - May require periodical call out to customers to understand reason for Dissatisfaction
- - Work cross functionally with Operations team, Quality and training team to roll out initiatives to improve dissatisfaction score
The must haves:
- - Candidate must possess Bachelor Degree in Management/Business Administration/Industrial Engineering
- - At least 4-5 years experience in Quality Management in Contact Centre environment is preferred
- - Knowledge of CSAT methodologies, NPS is advantageous
- - Have experience in Business Process Improvement and Six Sigma
- - Advance knowledge in MS Office especially MS excel
- - Capacity to understand the business need
- - Strong team player
- - Innovation
- - Customer focused
- - Performance driven
- - Strong planning skills
- - Meticulous
- - Good problem solving and decision-making skills
- - Related experience in Call Centre specifically in Quality Analysis and Reporting
