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CSAT Analyst

Mô tả công việc

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

Yêu cầu công việc

  • Degree/diploma holder
  • At least 2-3years experience in Quality Management in Contact Centre environment is preferred
  • Knowledge of CSAT methodologies, NPS is advantageous
  • 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

Phúc lợi

Máy tính xách tay, Bảo hiểm theo quy định, Thưởng, Chăm sóc sức khỏe, Đào tạo, Chế độ nghỉ phép