JOB DESCRIPTION
- Data Analysis: Analyze customer satisfaction (CSAT) data to identify trends, patterns, and areas for improvement.
- Performance Reporting: Create and distribute regular CSAT performance reports to stakeholders, highlighting key metrics and insights.
- Trend Identification: Identify emerging trends and issues impacting CSAT performance and provide recommendations for improvement.
- Root Cause Analysis: Conduct root cause analysis to determine the underlying reasons for CSAT issues and provide actionable insights.
- Action Plan Development: Collaborate with stakeholders to develop and implement action plans to address CSAT issues and improve performance.
- Stakeholder Management: Communicate CSAT performance insights and recommendations to stakeholders, including leadership, operations teams, and front-line agents.
- Process Improvement: Identify opportunities to improve CSAT-related processes and procedures and collaborate with stakeholders to implement changes.
QUALIFICATIONS
- 2+ years of experience in customer experience, customer support, or quality assurance roles.
- Proven experience managing CSAT or customer feedback programs.
- Strong analytical skills with the ability to interpret data and develop actionable insights.
- Excellent communication, presentation, and interpersonal skills.
- Proficient in CRM systems, survey tools (e.g., SurveyMonkey, Qualtrics), and data visualization platforms (e.g., Tableau, Power BI).
- Ability to manage multiple projects and stakeholders in a fast-paced environment.
- Passionate about customer advocacy and continuous improvement.
ABOUT US
At Alorica, we only do one thing – make lives better, one interaction at a time. We’re a global leader in customer service and experience, serving the world’s biggest brands with tens of thousands of employees in hundreds of locations around the globe.
Every day, we aim to live up to our mission of creating insanely great customer experiences. But as Alorica employees, giving back matters just as much – that’s why we’re so proud of Making Lives Better with Alorica, a non-profit, 501(c)(3) organization dedicated to providing assistance to employees, their families and the people, organizations and communities who support them. Simply put, we want to make lives better…one interaction at a time. And to do that, we need the very best people to join us.
