About the role
About the Opportunity
A fast-scaling customer experience and insights firm operating across Indian enterprises, we help brands turn customer feedback into strategic action. Our teams power voice-of-customer (VoC) programs, leveraging structured data collection, sentiment analysis, and process optimization to elevate CX across retail, telecom, BFSI, and e-commerce verticals. We operate with agility, data discipline, and a relentless focus on actionable customer intelligence.
Role & Responsibilities
- Collect, transcribe, and categorize customer voice data from calls, chats, and surveys with 98%+ accuracy.
- Tag and segment feedback using predefined taxonomies and sentiment labels for downstream analytics.
- Identify emerging customer pain points and escalate critical cases to CX leadership in real time.
- Collaborate with data analysts to validate tagging logic and refine classification frameworks.
- Maintain SLA adherence for data turnaround (within 24–48 hrs) and ensure zero data loss during processing.
- Document process deviations and recommend workflow improvements to boost team throughput.
Skills & Qualifications
- Must-Have
- Excel
- CRM Tools
- Data Tagging
- Sentiment Analysis
- Qualtrics
- Call Transcription
- Feedback Categorization
- SLA Compliance
- Preferred
- Tableau
- SQL Basics
- Zendesk
Benefits & Culture Highlights
- On-site collaborative workspace with high-impact visibility across CX leadership.
- Career path to VoC Analyst or Customer Insights Specialist within 12–18 months.