Data Analyst

Philippines (Hybrid)
Support Operations
Full-time

Responsibilities

  • Real time monitoring of all customer support queues to ensure adequate actions are taken real time 
  • Monitor, evaluate and/or audit a sampling of customer tickets and chats
  • Conduct Root Cause Analysis on customer interactions
  • Analyze data and trends on interval basis and present them to stakeholders through customized reports and dashboards
  • Collaborate closely with support team managers and other stakeholders to guarantee efficient delivery of customer service within the SLA
  • Conduct coaching, training and refresher sessions within the department
  • Participate in calibration sessions and auditing of internal processes and practices
  • Maintain strong product knowledge, keep up to date with all internal/external updates
  • Provide support to management in overall process and business improvement

Requirements

  • At least 2 years working experience in Data/Quality Analyst in a BPO or global company, or related field
  • Customer service experience is a plus
  • Proficient in different office productivity tools (i.e. spreadsheet)
  • Strong analytical and problem solving skills
  • Excellent written and verbal communication and interpersonal skills
  • Strong organizational skills and follow-through
  • Ability to multi-task and work under minimal supervision
  • Easily adaptable and flexible to changing work environments

Benefits

  • Great career growth opportunity to develop within the Company
  • Learning culture- We invest greatly in learning and developing professional and personal skills
  • Working in a truly international team on truly international and multi-regional projects
  • Private health insurance with 1 dependent
  • Hybrid work set-up
  • Internet allowance during Work From Home
  • Reimbursable Medicine and Psychiatric/Psychological Consultations
  • Monthly Engagement Activity

Any questions? Reach out to us directly via

Company Description

CommPeak makes cloud-based communication easier and more affordable, empowering people with superior quality products. Our solutions, including A-Z VoIP termination, predictive Dialer, Cloud PBX, and more, enable companies to create customized solutions based on unique business models.

Join the Global Team

I love working in CommPeak because I can feel the unity we create within our diversity.