Headway - CSAT Analyst

PartnerHero • Greensboro, NC

3d • Remote

About The Position

As a CSAT Analyst at Crescendo, you are responsible for providing oversight of Customer Satisfaction functions for one or more partner programs. You will be responsible for identifying and reporting on Customer Satisfaction trends including service and product drivers on a daily, weekly, and monthly cadence. You will deliver presentation-ready insights to partner and program stakeholders, executing quality processes and driving service and product improvements on a daily, weekly, and monthly basis.

The ideal candidate for this role will have experience in quality and CSAT categorization programs for support teams. They act fast and are data driven when it comes to decision making. A CSAT Analyst will have frequent, regular contact with partner point of contact for Operations and Quality Departments, and will work closely with the Quality Team Lead to deliver high-value CSAT & Quality focused insights to partner and program contacts while collaborating with department teams to coordinate proactive resolutions. They also have strong cultural awareness and are passionate about accessibility and inclusion. They will be hands-on and immersed in partner program(s) to identify risks and trends to enable operational teams to drive innovation.

Requirements

• 2+ years experience in quality assurance for customer service, BPOs, or other interaction-based business models
• Ability to quickly learn and absorb partner culture, processes, and policies
• Grasp of statistical significance and various data analysis methods
• Proactive attitude and growth mindset; you’re always looking for new problems to solve
• Tech-savvy (you are equally versed in a multitude of QMS platforms, Google Suite, and Slack)
• Organized and effective manager of time
• Ability to adapt to a fast-paced, change-heavy environment

Responsibilities

• Leads calibration exercises for any QA team member assigned to DSAT categorization, determines accuracy %, and adheres to alignment expectations
• Leads calibration with TLs
• Responsible and accountable for daily/weekly/monthly DSAT completion, including reassignment for timely completion (if someone is OOO or failing to deliver on time)
• Proactively connects with PartnerHero leaders to deliver insights and recommendations, advocate for improvement at all levels.
• Provides frequent, specific feedback on quality operating procedures, service operating procedures, and standardized reporting
• Keeps a pulse on outliers and trends–doesn’t wait to be informed about or prompted regarding impending outliers or trending agent behaviors
• Delivers reports that go beyond the top-level insights we can glean from existing self-serve data sources
• Includes insights on related agent-behaviors, contact drivers, product drivers,
• Serves as a confident POC on the team for CSAT questions and related program or process development
• Prepares and presents WBR/MBR/QBR CSAT-related slides and commentary
• Creates glide paths with clear actions for top drivers/areas of improvement
• Identify trends and outliers in your program’s associate-level performance metrics (CSAT/QA)
• Participate in robust feedback loops between real-time support, training and quality, in order to:
• Gauge the effectiveness of the partner’s training program(s)
• Identify knowledge gaps
• Suggest enhancements or modifications to the existing operational processes, tools and/or training in order to improve engagement, agent experience, and retention
• Maintain a relationship with your Quality Team Lead and Quality Department Manager to ensure that our company quality standards are upheld in categorization, evaluations, and reporting

Benefits

• Full-time employment
• Competitive compensation based on experience
• Attractive benefits package including medical, dental, and vision options based on location
• Access to free posture-based fitness workouts from home
• Be part of a people-first, values-driven organization
• Work with innovative global partners and diverse teams
• Training opportunities provided by Crescendo and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed