Customer Experience Expert

4 days ago


Cebu City, Central Visayas, Philippines Qualfon Full time
Responsibilities and Qualifications

The selected candidate will be responsible for working closely with cross-functional teams to develop and implement business intelligence solutions that drive strategic decision-making and business growth.

Main Responsibilities
  1. Utilize speech analytics platforms to process, analyze, and interpret voice data from customer interactions.
  2. Develop key performance indicators (KPIs) and metrics to assess trends, customer sentiment, and call outcomes.
  3. Data Analysis and Reporting: Collect, analyze, and visualize data from multiple sources, including speech analytics tools, and operational databases. Create detailed dashboards, reports, and presentations to communicate findings and recommendations effectively.
  4. Business Intelligence Development: Collaborate with cross-functional teams to identify data-driven solutions for operational challenges and strategic goals. Implement and maintain BI tools to streamline data access and reporting.
  5. Stakeholder Collaboration: Partner with customer service teams to understand business needs and align speech analytics insights with organizational goals. Provide actionable insights to improve customer experience and operational efficiency.
  6. Trend Identification and Forecasting: Identify patterns in speech and conversational data to predict customer behaviors, improve service delivery, and enhance overall performance. Monitor industry trends to recommend improvements to existing analytics processes.
  7. Data Governance and Quality: Ensure data accuracy, consistency, and security across all reporting platforms. Adhere to privacy regulations and best practices in handling customer data.


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