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 Ads 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 various channels (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:
• A minimum of 4+ years' experience in the Technical Troubleshooting, preferably
within a tech customer support vendor program.
• Analytical experience solving problems using data and providing actionable business
insights
• Proficient in data analytics tool (e.g. excel etc.)
• Knowledge in visualization tools (e.g. Tableau/Power BI)
• Experience resolving and communicating about issues with both technical and nontechnical audiences
• Strong oral and written communication skills
• Experience in Ad tech/digital technology is a plus
Siau Zianyi License No.: 02C3423 Personnel Registration No.: R23113527
