CSAT Analyst ( 1 position )

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
Experience

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
  • Student-oriented attitude
  • 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
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