CSAT Analyst
Grab Vietnam
Việt Nam
12 giờ trước
source : Talent Network

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 :

  • Functional - 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
  • 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 2-3years 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
  • Core competencies :
  • 1. Capacity to understand the business need

    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
  • Ứng tuyển
    Thêm vào ưa thích
    Loại bỏ khỏi mục ưa thích
    Ứng tuyển
    Email của tôi
    Bằng cách nhấp vào "Tiếp tục", tôi đồng ý với neuvoo để xử lý dữ liệu của tôi và gửi cho tôi thông báo qua email, như được nêu chi tiết trong Chính sách bảo mật của neuvoo. Tôi có thể rút lại sự đồng ý của tôi hoặc hủy đăng ký bất cứ lúc nào.
    Tiếp tục
    Mẫu đăng ký