Post Call Survey Researcher

Boston - USA

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

Blink is the user experience firm for the worlds leading companies. We use evidence-driven design to create products that people use love and remember. With studios in Boston New York San Diego San Francisco and Seattle Blink brings two decades of experience to research design and strategy for clients such as Amazon Facebook Microsoft NASA Starbucks and USAA.

This opportunity is a part of Blinks Embedded practice which supports long-term opportunities with some of Blinks largest client partners.

Duration:Ongoing long term need

Location: 3 days on-site in Boston MA

Overview

We are looking for a detail-oriented and experienced researcher with strong background in survey research data analysis and customer satisfaction. This role requires excellent analytical skills attention to detail and ability to collaborate with cross-functional teams.

Expectations

Survey Design and Implementation:
Create and run post-call surveys to get customer feedback on service interactions.
Work closely with the Customer Care and WFM teams to review and improve the current Post Call Survey process including scripts IVR processes and system integration (Pure Connect / Genesys).
Test and improve surveys conducted on external vendors agents.
Review and refine survey strategies to improve response rates and data quality.

Data Collection and Analysis:
Analyze survey data to find trends patterns and areas for improvement.
Ensure data accuracy consistency and integrity.
Oversee data integration into the companys analytics system (Qualtrics) for analysis at different levels (corporate company office team leader agent).

Reporting and Insights:
Prepare detailed reports on survey results including Customer Satisfaction Scores Net Promoter Scores and agent performance metrics (knowledge courteousness FCR).
Identify reasons for calling and integrate results and findings with other survey sources (digital conversational industry benchmarking etc.)
Provide actionable insights and recommendations to improve customer service based on survey results.
Work closely with customer care teams to address feedback and make improvements including training and scripting.
Share survey findings and recommendations with management & other stakeholders.

Your background

Bachelors degree in Market Research Business Psychology or a related field.
Proven experience in survey research and data analysis.
Strong understanding of customer satisfaction metrics (CSAT NPS).
Excellent analytical skills.
Proficient in survey tools and data analysis software.
Strong project management skills.

$115000 - $130000 a year

DOE

Blink is an Equal Employment Opportunity (EEO) employer and does not discriminate on the basis of race color national origin religion gender age veteran status political affiliation sexual orientation marital status or disability.

This opportunity is a part of Blinks Embedded practice which supports long-term opportunities with some of Blinks largest client partners.

Duration:Ongoing long term need

Location: 3 days on-site in Boston MA

Overview

We are looking for a detail-oriented and experienced researcher with strong background in survey research data analysis and customer satisfaction. This role requires excellent analytical skills attention to detail and ability to collaborate with cross-functional teams.

Expectations

Survey Design and Implementation:
Create and run post-call surveys to get customer feedback on service interactions.
Work closely with the Customer Care and WFM teams to review and improve the current Post Call Survey process including scripts IVR processes and system integration (Pure Connect / Genesys).
Test and improve surveys conducted on external vendors agents.
Review and refine survey strategies to improve response rates and data quality.

Data Collection and Analysis:
Analyze survey data to find trends patterns and areas for improvement.
Ensure data accuracy consistency and integrity.
Oversee data integration into the companys analytics system (Qualtrics) for analysis at different levels (corporate company office team leader agent).

Reporting and Insights:
Prepare detailed reports on survey results including Customer Satisfaction Scores Net Promoter Scores and agent performance metrics (knowledge courteousness FCR).
Identify reasons for calling and integrate results and findings with other survey sources (digital conversational industry benchmarking etc.)
Provide actionable insights and recommendations to improve customer service based on survey results.
Work closely with customer care teams to address feedback and make improvements including training and scripting.
Share survey findings and recommendations with management & other stakeholders.