Business Analyst - Customer Service Quality, Regional Operations

Job Description:

• Identify new business requirements based on areas of improvement for existing customer service tools, programmes, and processes
• Conduct quantitative/qualitative analysis of pain points/common issues from current regional and local customer service operations
• Drive root cause analysis, and implement key programs and initiatives to drive improvement of customer service metrics such as contact rate, CSAT (Customer Satisfaction), and contact time
• Support local customer service agents performance monitoring and build, maintain and improve our internal training process, systems and knowledge base
• Collaborate with various stakeholders, including product owners, developers, and local customer service teams to deliver on customer service projects
• Build effective data analysis models and reporting processes based on customer service data, feedback and benchmarking of industry best practices

• Professional experience in user-centric roles/organizations with strong analytical and problem-solving skills. At least 1 to 2 years of experience is preferred
• Engineering, Mathematics background, enjoys working with numbers, model simulation, experience working with data, drawing insights, developing reporting templates, and devising practical data-driven solutions
• Experience/proficiency in SQL/Python is a plus
• Understanding of topics such as CSAT, NPS (Net Promoter Score), or other customer satisfaction metrics is a big plus
• Ability to view different aspects of a project from a macro perspective while having an eye for detail
• Ability to communicate and coordinate processes and projects in a clear and succinct manner to internal and external stakeholders
• Ability to thrive in a dynamic and collaborative environment to make an impact and drive business goals