Customer Experience Analyst

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Trident BPO

SiteLinkedInTodas as Vagas

1 - 10 funcionários

Fundada em 2023

💼 Consultoria

🏥 Saúde

🛡️ Seguros

Consulting • Healthcare • Insurance

A Trident BPO é uma provedora de terceirização de processos de negócios que oferece suporte ao cliente, serviços de central de atendimento e processamento de back-office para empresas de diversos setores. Auxilia organizações a reduzir custos, escalar operações e melhorar a qualidade do serviço através de agentes treinados, fluxos de trabalho habilitados por tecnologia e gestão de desempenho.

Descrição

• Design and manage the analytics framework for Net Promoter Score (NPS) and Customer Satisfaction (CSAT) across six primary member touchpoints. • Analyze over 160,000 annual call records and member journey data to identify friction points and behavioral patterns. • Build and maintain an early-warning retention model to identify and reduce preventable cancellations. • Measure and report on service performance, including escalations, journey fluidity, and service track efficiency across Member, Broker, Group, and Affiliate segments. • Track and report on growth objectives, including channel-specific ramps and progress toward 25,000 net members. • Develop weekly dashboards for quotes, enrollments, and conversion rates across product lines. • Analyze partner and broker channel performance against monthly enrollment targets, monitoring improvements in Broker NPS and conversion rates. • Translate analytics into actionable journey improvements and pipeline optimizations, advising leadership to ensure key results are supported by robust analysis.

🎯 Requisitos

• Bachelor’s degree • 3+ years of experience in Data Analytics, CX Analytics, or Revenue Operations (RevOps) • Hands-on proficiency with SQL, Excel or Google Sheets, and Python or R • Experience with CRM analytics tools (such as ActiveCampaign), call center analytics tools (such as Vonage), and data visualization tools (such as Tableau or Power BI) • Experience building retention or churn models, including early-warning retention modeling • Experience designing or managing an NPS measurement and analytics framework • Experience presenting analytics insights and recommendations to executive leadership • English proficiency • Legally authorized to work in the Philippines • Available to work aligned to US Central Time (CT) business hours • Reliable high-speed internet, headset suitable for remote calls, and a quiet workspace for remote work • Bachelor’s degree in Marketing or Analytics (Preferred Qualification) • Experience in SaaS, Insurance, or Fintech industries (Preferred Qualification) • Experience working with OKRs (setting, tracking, or reporting) (Preferred Qualification)

🏖️ Benefícios

• Work from home - complete all tasks remotely, no commuting required. • Great company culture - collaborate with a supportive remote team.