CSAT Analyst

  • Grab
  • Indonesia
  • Dec 02, 2019

Job Description

Get to know the Role:
Analyses contact centre CSAT and DISSAT, scrubbing DISSAT for actionable items related to agent improvement and work towards reduction of DISSAT score.

The day-to-day activities:

  • - Set up process for DISSAT analysis – detailed collection, aggregation, reporting and analysis of specific customer transactions that was identified as Dissatisfaction by customers through the Grabber Rating survey
  • - Proposal for monthly action items to improve dissatisfaction score
  • - Work cross functionally with Operations team to roll out campaigns to reduce dissatisfaction on identified areas
  • - Work closely with QA analysts to work on coaching agents for improvement leading to reduction of Dissatisfaction score  
  • - Monthly report on progress
  • - May require periodical call out to customers to understand reason for Dissatisfaction
  • - Work cross functionally with Operations team, Quality and training team to roll out initiatives to improve dissatisfaction score

The must haves:

  • - Candidate must possess Bachelor Degree in Management/Business Administration/Industrial Engineering
  • - At least 4-5 years experience in Quality Management in Contact Centre environment is preferred
  • - Knowledge of CSAT methodologies, NPS is advantageous
  • - Have experience in Business Process Improvement and Six Sigma
  • - Advance knowledge in MS Office especially MS excel
  • - Capacity to understand the business need
  • - Strong team player
  • - Innovation
  • - Customer focused
  • - Performance driven
  • - Strong planning skills
  • - Meticulous
  • - Good problem solving and decision-making skills
  • - Related experience in Call Centre specifically in Quality Analysis and Reporting