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Job Title - NPS Process Analyst
Job Location – Remote (Need candidate from PST Time Zone as they would be working 08:00 am to 05:00 pm PST)
Pay Rate : $35-38/hr on W2 No Benefits.
Looking for only Visa independent Candidates
This role will be esponsible to coordinate NPS across product, and other relevant cross-functional teams. Share feedback and and follow up with appropriate teams/team members for NPS, perform analysis, and assist with coordinating and managing customer follow ups. Identify top themes for promoters, passives, and detractors along with other leading metrics.
Job Description
Be responsible for the overall NPS process and ensures all teams are aware of the results.
Overall data reporting on NPS along with other leading indicators for cross reference.
Review Customer interactions, escalations, social media, and app reviews data in relation to NPS and share summary with the relevant teams.
Track action items based on NPS themes to ensure improvements are in action and themes are showing progress
Prepare and share weekly/monthly NPS summary report by collecting, analyzing and summarizing data in a digestible format.
Organize and coordinate with product marketing, training, support QA, and support center teams to release new content to be communicated to customers.
Assist with competitor analysis for NPS to understand trends
Submit NPS Jira to the appropriate teams for actions and track progress to ensure we are delivering improvements for our customers
Job Requirements
Minimum education: Bachelor’s Degree in Business and/or Management
Minimum of at least 3 years of relevant experience managing NPS process or similar customer survey feedback program
Experience in google applications like Google mail, Sheets, Slides, Documents
Prior customer service experience desired
Strong complex analysis and problem solving skills
Strong communication skills and ability to work independently
Job Type: Contract
Salary: Up to $37.92 per hour
Schedule:
- 8 hour shift
Application Question(s):
- Looking for candidates from pacific region only
Education:
- Bachelor's (Required)
Experience:
- Managing NPS: 4 years (Required)
- Google application: 3 years (Required)
Work Location: Remote
