Responsibilities:
- Utilize critical thinking to analyze multi-source data and trends, drawing conclusions to drive business outcomes across global programs.
- Generate regular CSAT reports and perform detailed analysis to identify trends, patterns, and areas for improvement.
- Collaborate with cross-functional teams to understand CSAT data and metrics, providing actionable insights to drive customer satisfaction initiatives.
- Connect operations quality gaps to process, product & behavioural issues and drive analysis and actionable projects across internal operations and product teams
- Identify appropriate data sources, extract data for analysis, and independently apply analytics tools to generate insights.
- Execute or lead quality assessments as per the framework across set product attributes on Ads products
- Conduct thorough analysis of assessment scores and trends in Customer Experience and Product failure points across Process, Product, and operational policies.
- Provide guidance and support to vendors to maintain adherence to quality standards and ensure measurable and trackable coaching mechanisms
- Gather insights from various channels (internal and external teams) and amalgamate them for actionable insights.
- Translate insights into an executable plan and advocate for implementation with key stakeholders.
- Develop and implement comprehensive training programs in line with organizational objectives, collaborating with subject matter experts to create training content and materials.
Qualifications:
- Minimum of 4+ years' experience in the vendor operations domain, preferably within a business function or tech customer support vendor program.
- Proficiency in data analytics tools (e.g., Excel) and knowledge of programming (e.g., Python) and visualization tools (e.g., Tableau/Power BI).
- Experience in solving problems using data analytics and providing actionable business insights.
- Ability to communicate effectively about issues with both technical and non-technical audiences.
- Excellent oral and written communication skills.
- Experience in Ad tech/digital technology is a plus.