Job responsibilities
- Utilize critical thinking to analyze multi-source data and trends, drawing conclusions to drive business outcomes across global programs
- Generate regular CSAT reports and perform detailed analysis to identify trends, patterns, and areas for improvement.
- Connect operations quality gaps to process, product & behavioral issues and drive analysis and actionable projects across internal operations and product teams
- Identify appropriate data sources, extract data for analysis, and independently apply analytics tools to generate insights.
- Execute or lead quality assessments as per the framework across set product attributes on Advertisement products
- Conduct thorough analysis of assessment scores and trends in Customer Experience and Product failure points across Process, Product, and operational policies.
- Provide guidance and support to vendors to maintain adherence to quality standards and ensure measurable and trackable coaching mechanisms
- Gather insights from internal and external teams, and amalgamate them for actionable insights.
- Translate insights into an executable plan and advocate for implementation with key stakeholders.
- Develop and implement comprehensive training programs in line with organizational objectives, collaborating with subject matter experts to create training content and materials.
Qualifications
- Bachelor’s Degree with a minimum of 4 years' of relevant experience, preferably from a tech customer support vendor program.
- Analytical experience solving problems using data and providing actionable business insights
- Proficient in data analytics tool such as MS Excel
- Knowledge in visualization tools (e.g. Tableau/Power BI)
- Experience in resolving and communicating issues with both technical and non-technical audiences
- Excellent oral and written communication skills
- Domain knowledge in Advertisement tech/digital technology is a plus
