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.
