Job Description
Job overview and responsibility
A. Data Insights and Reporting
- Lead the end-to-end analysis of Quality, CSAT/NPS, FCR and customer experience metrics across multiple programs.
- Produce daily, weekly and monthly insights highlighting performance drivers, trends and risk indicators.
- Build standardized reporting dashboards to support Operations decision-making.
- Translate data into clear, easy-to-understand insights for non-technical leaders.
B. Root Cause Analysis (RCA)
- Perform deep-dive RCA on quality variances, customer dissatisfaction drivers, repeat callers and process gaps.
- Partner with Operations, Training and QA to determine root causes and recommend corrective actions.
- Validate impact of implemented action plans through post-RCA analysis.
C. Performance Improvement
- Identify opportunities to improve agent behavior, process compliance, training content and customer touchpoints.
A. Data Insights and Reporting
- Lead the end-to-end analysis of Quality, CSAT/NPS, FCR and customer experience metrics across multiple programs.
- Produce daily, weekly and monthly insights highlighting performance drivers, trends and risk indicators.
- Build standardized reporting dashboards to support Operations decision-making.
- Translate data into clear, easy-to-understand insights for non-technical leaders.
B. Root Cause Analysis (RCA)
- Perform deep-dive RCA on quality variances, customer dissatisfaction drivers, repeat callers and process gaps.
- Partner with Operations, Training and QA to determine root causes and recommend corrective actions.
- Validate impact of implemented action plans through post-RCA analysis.
C. Performance Improvement
- Identify opportunities to improve agent behavior, process compliance, training content and customer touchpoints.
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