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CW Strategic Insights Analyst
Torrance, California | Contract
EXCITING 3 MONTH CONTRACT FOR ANALYST IN TORRANCE!
Manage the Call Center agent database to ensure that all agents answering customer calls are being surveyed - 400 agents
May have to call vendor, resource, or manager to see why (detective work)
Fix error in system so that person starts receiving surveys
Troubleshooting/analysis - why is this person not getting surveyed?
Work with vendor to make changes to survey questionnaires
Once all surveys are done, make improvements to reporting portal and making sure portal is showing results accurately
Review results of the call center satisfaction study and help with analysis as needed
3+ years of experience managing large Customer Satisfaction projects
Experience managing database/lists of participants
Knows how to frame survey questions, manage results portal
Understanding of how to manage database so all relevant stores/employees/departments are surveyed
At least AA degree or higher
Microsoft Office proficiency
Ability to analyze data and share results