Conduct deep dives into escalated cases across all customer interaction channels (phone, chat, email), identifying root causes and process gaps.
Create detailed journey maps to visualize customer experiences, identify pain points, and recommend improvements. Includes analysis of offline interactions, IVA, automated emails, and more.
Evaluate current workflows to identify inefficiencies and rework. Recommend and implement process enhancements to improve customer satisfaction and operational efficiency. Lead initiatives to gather and validate sample data for analysis, ensuring integrity and relevance.
Generate and analyze iCare reports, monitor SLA performance, and provide insights through structured reporting. Conduct comprehensive end-to-end reviews of executive-level escalations, requiring high attention to detail and documentation cross-referencing
Work closely with internal stakeholders to ensure alignment on data analysis, reporting, and process improvements.
Estimated Job Posting End Date:
12-12-2025This application window is a good-faith estimate of the time that this posting will remain open. This posting will be promptly updated if the deadline is extended or the role is filled.