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CSAT Analyst

Grab Vietnam
Ngày cập nhật: 15/10/2018

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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



The must haves:

  • 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

Giới thiệu về công ty

Grab Vietnam