The CSAT Reporting Analyst will manage all aspects of Customer Experience analytics and reporting. It is a regional position equivalent to job grade level 3.
The CSAT Reporting Analyst will be responsible for the daily, weekly, monthly, quarterly, and annual reports of Customer Experience from a Quality and Customer Satisfaction perspective, on a regional level down to agent level.
The CSAT Reporting Analyst will be responsible in making sure that all reporting platforms are updated and running smoothly.
The CSAT Reporting Analyst is accountable for the accuracy and precision of the data that is to be created or gathered from an existing source.
The CSAT Reporting Analyst will be required to provide its critical analysis from the observed trends and factual data that is available on hand. He or she must be adept, or willing to be so, with all the tools made available to be utilized for reporting and analytics purposes.
The CSAT Reporting Analyst will be expected to produce templates out of its own initiatives or make necessary developments to any existing system processes relative to reporting and analytics as well as the tools, templates, and reporting technology in general.
The CSAT Reporting Analyst expected or required to work hand in hand with its teammates within the Training Quality Department to better assess, manage, and support other teams in Customer Experience.
Qualifications
Must at least be a bachelor’s degree/diploma holder
At least 2 years of working experience related to Reporting and Analytics or Business Analytics, and experience in a contact center/BPO workspace.
Critical thinking, strong analytical and logical skills
Excellent problem solving and decision making skills
Adaptable
Ability to operate effectively in a team environment or individually requiring less supervision
Excellent oral and written communication skills and interpersonal skills
Dependability regarding completion of tasks, reliability in attendance, endorsements and communications
Proficient in Microsoft Office Applications including Power point, Word & Excel (Excel advanced formulas, pivots, charts, and other advanced techniques) and other relevant software like Visual Basic and Google tools such as spread sheets and Google forms
Must be comfortable in presenting to all levels of the organization
