ACE

DUTIES & RESPONSIBILITY OF DATA ANALYST 1. Compile & Initiate all types of Reports on Daily/weekly/quarterly/half yearly & annual basis. 2. Carry out following analysis. a. Quarterly/half yearly & annual analysis of all complaints zone wise & product wise. b. Service Response time Quarterly/Half yearly /annually, region wise and overall. c. Major complaint Overview Quarterly/Half yearly /annually and product wise. d. Service Quality wise Customers Feedback. 3. Answerable to the Team Leader /Head of Sense Department for carrying out assigned responsibilities/duties. 4. Perform any additional task as assigned by the authorities. 5. To accomplish above mentioned analysis and reports, perform following duties :- a. Taking all Calls with proper verbia ( Welcome to Customer Care Service How can I help you ) In the end ( Thank You for calling Customer Care Service ). b. In case of missed call, call back at caller's number. In case busy with customer and call is in waiting, ask person in contact to hold and attend the waiting call and inform the caller that you will be called back. Resume speaking to the customer on hold. c. Logging of complaints in the software and forwarding to concerned teams. d. Forwarding of Recorded calls (Conversation between customer and CCE) to the concerned teams. e. Preparation & Maintenance of different Excel sheets of complaints for reporting purposes. f. Maintaining sheet of Sales calls/Sales e-mails and forwarding to concerned authorities. g. Taking feedback from customers and updating the Excel sheets. h. In case of any issue, escalate to the higher authorities.