Overview

• We are looking for a detail-oriented and experienced researcher with strong background in survey research, data analysis, and customer satisfaction.
• This role requires excellent analytical skills, attention to detail, and ability to collaborate with cross-functional teams.

Expectations

Survey Design and Implementation

• Create and run post-call surveys to get customer feedback on service interactions.
• Work closely with the Customer Care and WFM teams to review and improve the current Post Call Survey process, including scripts, IVR processes, and system integration (Pure Connect / Genesys).
• Test and improve surveys conducted on external vendors639; agents.
• Review and refine survey strategies to improve response rates and data quality.

Data Collection and Analysis

• Analyze survey data to find trends, patterns, and areas for improvement.
• Ensure data accuracy, consistency, and integrity.
• Oversee data integration into the company639;s analytics system (Qualtrics) for analysis at different levels (corporate, company, office, team leader, agent).

Reporting and Insights

• Prepare detailed reports on survey results, including Customer Satisfaction Scores, Net Promoter Scores, and agent performance metrics (knowledge, courteousness, FCR).
• Identify reasons for calling and integrate results and findings with other survey sources (digital, conversational, industry benchmarking, etc.)
• Provide actionable insights and recommendations to improve customer service based on survey results.
• Work closely with customer care teams to address feedback and make improvements, including training and scripting.
• Share survey findings and recommendations with management & other stakeholders.

Your background

• Bachelor639;s degree in Market Research, Business, Psychology, or a related field.
• Proven experience in survey research and data analysis.
• Strong understanding of customer satisfaction metrics (CSAT, NPS).
• Excellent analytical skills.
• Proficient in survey tools and data analysis software.
• Strong project management skills.