No more applications are being accepted for this job
- Customer Experience Analyst - REMOTE
- Formulate and apply modeling and other optimization methods to make recommendations to improve our clients' IVR (Interactive Voice Response) business operations.
- Perform a variety of analytical engagements, reporting functions, and presentations.
- Responsible for client's AVOKE China Browser and incoming calls in Mandarin.
- Utilize Mandarin skills to listen, read, and analyze the language for the client and to improve the client's customers' experience.
- Work with large amounts of data to find trends and areas for improvement based on business and operational goals.
- Drive business and technical requirements in order to improving data analysis.
- Work with 3rd party data analysis tools (the AVOKE Browser and Contact Center Software).
- Apply statistical modeling and/or process optimization to improve processes.
- Create and/or maintain client configurations in the Browser.
- Monitor platform daily through automated alerts and reviewing dashboard reports.
- Monthly monitoring of contracted minutes.
- Work directly with Project Manager and Team Lead to achieve client goals.
- Perform annotation for ongoing weekly listening and/or studies.
- Analyze annotations for weekly reporting and/or studies.
- Create a presentation with detailed recommendations to achieve customer goals.
- Work with Project Manager and Team Lead to create executive presentation.
- Work collaborative with Professional Services team to solve complex customer issues.
- Review client metrics with Team Lead and Project Manager.
- Other related duties as assigned.
- Telecommuting from anywhere in the continental U.S. permitted.
- WR - 78, ,187
- Bachelor's degree in Operations Research or Engineering.
- 24 months of experience in the same or substantially similar position.
- Native speaker or otherwise fluent in Mandarin.
Customer Experience Analyst - San Francisco, United States - PTP
Description
Job Description
About Us:
We are a growing company with a solid customer base, excellent compensation and benefits, and a collaborative yet flexible work environment. If you enjoy challenging projects, using new technologies to deliver innovative business solutions, and you're interested in working for an entrepreneurial company, we may have a home for you.
Responsibilities