Analyses contact centre CSAT and DSAT, scrubbing DSAT for actionable items related to agent improvement and work towards reduction of DSAT score.
The day-to-day activities:
Functional - Set up process for DSAT 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
Customer - May require periodical call out to customers to understand reason for Dissatisfaction
People - 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 2-3 years 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
Core competencies: 1. Capacity to understand the business need 2. Strong team player 3. Innovation 4. Customer focused 5. Performance driven 6. Strong planning skills 7. Meticulous 8. Good problem solving and decision-making skills
Related experience in Call Centre specifically in Quality Analysis and Reporting
