Apply quantitative analysis, and data / text mining to deliver CSAT and product insights and to infer hidden patterns of customer satisfaction.
Communicate insights and recommendations to drive high-level strategy and plans for driving Agent & Customer satisfaction.
Create weekly, monthly, and quarterly reports to update the management team on CSAT performance and relative parameter trends.
Collect, curate, and mine unstructured information from known or various social media sources to enhance the insights for customer satisfaction or Net Promoter Score (NPS).
Work under guidance of manager
Qualification and Skill Sets:
Over 3 years of work experience in the customer sentiment measurement (CSAT), research or customer analytics industry
Bachelors degree in business, computer science, or related field required
Making Effective & concise presentations to top management to take right & strategic business decisions
Analytical mindset and ability to see the big picture
Strong written, verbal, and presentation skills
Advanced level in Microsoft Excel, SQL, VBA and Basic level in Python is required
Strong proficiency in PowerPoint and making visuals
Proficiency with R and text mining is strongly preferred
A self-starter with strong project management skills
We are a reputed $500 million US based multinational Technology-Enabled Business Process... Outsourcing (BPO) company specializing in Integrated BPO solutions across the front and back office that support the entire lifecycle of our client and customers.
With our headquarter in Rochester, New York, Sutherland now employs over 30,000 professionals offering blended services from its 33 delivery centers in Bulgaria, Canada, India, Mexico, Philippines, the United Arab Emirates, the United Kingdom, and the United States. Read full description