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
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.
