• Creating a seamless customer feedback management by ensuring the availability of contact details, touch point owner mapping in system, move to sentiment analysis
• Integrating data and pinboard in ThoughtSpot from bFO, Medallia, identification of low signals from customer
• Conducting data analysis based on Customer Voice Tool and initiate Customer Experience / Corrective actions related to Survey, Alert management
• Monitor the alerts in Customer Voice and proactively connect with respective Alert Owners and ensure 100% closure before due date
• For Get Failure Support for the survey purpose, by downloading them from BFO. There are multiple reports to be downloaded and consolidated to upload in OneDrive folder
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• Analyze the number of contacts without Email address and share it with the concerned stake holders to update the Email address in BFO. Once the data is shared back, it needs to be uploaded in BOX folder
• Contacts need to be verified if they are tagged in BFO, by downloading data from the Tableau report for Get Delivery Support touchpoint survey. Incase new contacts are available; tag them in bFO
• Monitor the contacts sent for surveys in Automated flow for Get Quotation support. Need to identify the difference in the contacts sent for survey and resend them manually, by identifying the gaps
• SMS needs to be sent through Gupshup, in order to follow up Customers to take the survey. This includes for all touchpoints
• Need to support during OES survey, by tagging the contacts in BFO. Also verify if the contact numbers provided are in the correct format, if not update it in BFO.
• Call back Customer's to verify the email address, whose Survey status are bounced and update them in BFO
• Sentiment analysis and topic tagging correction in Medallia
- Coordinate with all stakeholders for Living Lens interview, conduct customer interviews
Qualifications
Graduate with 6+ years of experience in Quality, Customer Services, Analytics, AI
Schedule: Full-time
Req: 009BFT