Nơi làm việc: Singapore
Mức lương:
Ngành nghề: CNTT - Phần mềm
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
Grab Vietnam