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.
Apply for this Position
Ready to join Gratitude Philippines? Click the button below to submit your application.
Submit Application