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Customer Experience Improvement Expert

1 week ago

Manila, National Capital Region, Philippines iSupport Worldwide Full time
Customer Experience Improvement Expert Job Description:
iSupport Worldwide is seeking a Customer Experience Improvement Expert to drive customer experience improvements, agent performance, and operational efficiency. The successful candidate will analyze call interactions using CallMiner speech analytics and develop insights to optimize processes and increase ROI.

Main Responsibilities:
  • Analyze call data to identify trends and areas for improvement.
  • Develop and maintain speech categories and scorecards.
  • Communicate with Operations and Quality on Call Miner findings.
  • Make the most of data visualization by creating dashboards and utilization reports.

Requirements:
  • Minimum of 2 years experience in CallMiner, including CallMiner Recognition tools (speech analytics, syntax coding, scorecards).
  • Strong analytical and critical thinking skills with experience in data analysis tools.
  • Proficiency in Power BI, Tableau, and Excel Query for visual insights and reporting.
  • Exceptional written, verbal, and presentation skills.

About Us:
iSupport Worldwide is a dynamic company that provides innovative solutions for customer experience improvement.