The Role encompasses analysing customer verbatim for all channels basis the student comments, deriving outcomes and trends, creating a presentable view for the scrubbed data, identify coaching opportunities for the counsellors, create tangible and measurable action plans for improvements.
Duties & Responsibilities
Scrub raw data for CSAT and customer verbatim
Analyse the data to derive trends.
Categorize the data basis controllable/ non-controllable opportunities, by agent, by tenure, by drive, by program
Create reports showing the trends for counsellor performance and top defect trends
Timely feedback and action planning to track improvements
Minimum of 2 to 3 years of work experience in customer service environment and should understand customer mind-set.
Skills & Abilities
Excellent verbal, written and interpersonal communication
Strong attention to detail
Ability to multitask
Integrity, professionalism, strong work ethic and organizational skills
Ability to work at a fast pace with minimal supervision
Adaptability and willingness to learn and improve in all aspects