MasterCard Senior Customer Experience and Engagement Analyst-2 in O'Fallon, Missouri
We 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 a culture of inclusion (https://www.mastercard.us/en-us/vision/who-we-are/diversity-inclusion.html) for 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.
Senior Customer Experience and Engagement Analyst-2
The 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 organization’s 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 RESPONSIBILITIES
Interprets 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 implemented
Provides 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 attainment
Provide leadership with feedback on opportunities for optimization based on performance indicators
Construct searches and reports designed for automated analysis and topic identification in recorded conversations from a call center environment
Assist leadership with defining data strategies that solve critical quality issues
Compile information from multiple sources, understand key performance indicators and spot trends and patterns
Generate comprehensive reports and perform regular and ad-hoc analysis of scorecards
Participate in the development of process improvements and assess pre and post implementation change
Provide analytics guidance to the business for the development, design, and implementation of data initiatives
Monitor/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. We’ve 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 we’re all in this together.
Mastercard is an inclusive Equal Employment Opportunity employer that considers applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law.
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Requisition ID: R-123791