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For Companies At a Glance
- Tasks: Enhance customer satisfaction by analysing data and driving operational improvements.
- Company: Join a forward-thinking company focused on customer experience.
- Benefits: Competitive salary, flexible working options, and opportunities for professional growth.
- Why this job: Make a real difference in customer experience while developing your analytical skills.
- Qualifications: Experience with data analysis tools and strong problem-solving abilities.
- Other info: Dynamic role with potential for career advancement in a supportive environment.
The predicted salary is between 36000 - 60000 £ per year.
Primary role purpose
Reporting to the Head of Customer Performance Analysis and Improvement (CPAI) the Analyst will support business analysts and play a significant role in improving CSAT and making our client a low effort business to work with. Acting as the customers representative to flag and drive operational areas for improvement by identifying and removing operational bottlenecks. This will be achieved through identifying process, application or system improvements from CSAT survey feedback, customer and operational teams feedback and data analytics. Using case trend analysis and data mining of available data to identify initiatives, highlight trends and opportunities to reduce support requests across all of our client\’s products and services. You will provide regular reporting against initiative identification and there progress against delivery.
Key Responsibilities
- Driving improved customer satisfaction by reducing effort.
- Identifying areas to drive reduction in customer support cases.
- Using statistical data analysis to predict trends for continuous improvement/investigation.
- Using tools and techniques to visualise data in easy-to-understand formats, such as diagrams, graphs & dashboards.
- Preparing and presenting reports for stakeholder reporting.
- Supporting review of business processes to recommend improvements.
- Monitoring data quality and identifying corrupt data.
- Working with stakeholders to capture business requirements to drive change.
- Provide regular status reporting and dashboards against pipeline initiatives.
- Responsible for capturing, maintaining and reporting continuous improvement initiatives.
Knowledge and experience
- Experience with ServiceNow, Tableau and Google Cloud Platform tools.
- Excellent analytical and problem-solving skills.
- Data driven storytelling and visualisation skills.
- Understanding of agile ways of working.
- Strong communication skills, verbal and written, with the ability to break down complex topics into simplified outputs.
- Proactive work ethic with positive attitude.
- Experience in using customer service systems.
- Business process improvement methodology experience e.g. Six Sigma.
- Background in customer support.
Desirable Knowledge and Skills
- Ability to drive and deliver projects.
- Previous experience in the Satellite Communication industry.
- Understand of IT infrastructure and communication protocols.
- Six Sigma experience and/or qualification (green, yellow etc).
- Previous experience working with a satellite communications company.
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Customer Assurance Analyst employer: Micro IT Global
Contact Detail:
Micro IT Global Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Assurance Analyst
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those who work in customer assurance or related fields. A friendly chat can lead to insider info about job openings and even referrals.
✨Tip Number 2
Show off your skills! Prepare a portfolio or a presentation that highlights your analytical prowess and problem-solving abilities. Use data visualisation techniques to make it engaging and easy to digest.
✨Tip Number 3
Practice makes perfect! Get ready for interviews by rehearsing common questions related to customer satisfaction and process improvement. Use the STAR method to structure your answers and showcase your experience.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive and take the initiative to connect with us directly.
We think you need these skills to ace Customer Assurance Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of Customer Assurance Analyst. Highlight your experience with data analysis, customer service systems, and any relevant tools like ServiceNow or Tableau. We want to see how your skills align with our mission to improve customer satisfaction!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about improving customer experiences and how your background makes you a perfect fit for this role. Don’t forget to mention any experience with process improvement methodologies like Six Sigma!
Showcase Your Analytical Skills: Since this role involves a lot of data analysis, make sure to include examples of how you've used data to drive improvements in previous roles. Whether it's through case trend analysis or visualising data, we want to see your analytical prowess in action!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands. Plus, it shows us that you’re proactive and keen to join our team at StudySmarter!
How to prepare for a job interview at Micro IT Global
✨Know Your Data Tools
Familiarise yourself with ServiceNow, Tableau, and Google Cloud Platform before the interview. Be ready to discuss how you've used these tools in past roles to analyse data and drive improvements.
✨Showcase Your Problem-Solving Skills
Prepare examples of how you've identified operational bottlenecks and implemented solutions. Use the STAR method (Situation, Task, Action, Result) to structure your responses clearly.
✨Communicate Clearly
Practice breaking down complex topics into simple terms. You might be asked to explain a technical concept, so being able to communicate effectively is key. Think about how you would present data visualisations to stakeholders.
✨Demonstrate a Customer-Centric Mindset
Be ready to discuss how you've improved customer satisfaction in previous roles. Highlight any experience you have with CSAT surveys and how you've used feedback to drive change.
