Mastercard Incorporated Senior Customer Experience and Engagement Analyst-2 R-123791 in O'Fallon, Missouri
Our PurposeWe work to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments and businesses realize their greatest potential. Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. We cultivate aculture of inclusionfor all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team one that makes better decisions, drives innovation and delivers better business results.Job TitleSenior Customer Experience and Engagement Analyst-2SUMMARYThe Analytics Specialist assists with the analysis and tracking of customer conversations/interactions utilizing an advanced speech, text and survey analytics solutiona. Responsibilities include understanding the organizations business objectives and goals, analyzing recorded audio, cases and survey verbatim and customer data sets for critical insights, patterns and trends as well as communicating analysis and proposing solutions to the organization.ESSENTIAL DUTIES AND RESPONSIBILITIESInterprets speech, text and survey data to quantify statistics regarding customer satisfaction, agent capability and process.Identifies relevant phrases and words that can then be included in post-processing of customer-agent interactions.Quickly and efficiently confirms both positive and negative performances of call center agents so that re-training programs may be implementedProvides automated assessments of trends within call center teams so that owners can make necessary adjustments expeditiously.Track performance metrics to monitor, measure, and report on effectiveness and goal attainmentProvide leadership with feedback on opportunities for optimization based on performance indicatorsConstruct searches and reports designed for automated analysis and topic identification in recorded conversations from a call center environmentAssist leadership with defining data strategies that solve critical quality issuesCompile information from multiple sources, understand key performance indicators and spot trends and patternsGenerate comprehensive reports and perform regular and ad-hoc analysis of scorecardsParticipate in the development of process improvements and assess pre and post implementation changeProvide analytics guidance to the business for the development, design, and implementation of data initiativesMonitor/research speech, text and survey analytics opportunities in the retail marketplace industry activities and trends to evaluate and address current and emerging issues. Any experience with Qualtrics and/or Verint solutions would be extremely helpful.Due to COVID-19, most of our employees are working from home. Weve implemented a virtual hiring process and continue to interview candidates by phone or video and are onboarding new hires remotely. We value the safety of each member of our community because we know were all in this together.