Customer Experience Manager

Closing on: Dec 4, 2024

Job Summary

Responsible for configuring and maintaining the XM Discover product from Qualtrics by building models, tuning sentiment, and analyzing data to provide insights based on business questions.

Ideal qualifications: Certified in Discover and/or 3+ years of experience in working with this or a similar tool.

Must-have: 

  • Background/experience/understanding of NLP modeling for text classification and sentiment tuning.
  • Program the Discover feature and setup workflow in Qualtrics.
  • Configuring the Discover function for call center audio and speech model setups.
  • Analyzing received audio surveys and prepare dashboard.

Responsibilities:

Working cross-functionally with business stakeholders

· Intake business use cases from various areas of the company

· Translate business problem into requirements and build models/dashboards that solve one-off as well as ongoing business problems

Modeling

· Design, implement, and fine-tune NLP models in Discover

· Review models with stakeholders, collect feedback and improve models based on business needs

· Review and fine-tune models on an ongoing basis to ensure currency and recency of insights

· Identify new topics on an ongoing basis

Dashboarding

· Collect requirements for dashboards

· Build dashboards

Enablement

· Develop video, ppt and pdf training materials for the various roles within discover (executive, frontline-management, frontline)

· Lead training sessions to ensure tool adoption

Access management

· Manage access to the platform in partnership with Data and Analytics

Non-technical requirements:

You are available to work from our Bangalore office from Day 1 in a night shift. (US Shift)

You have strong communication skills.

Job Category: CRM
Contract Type: Full-Time
Location: Bangalore India
Language: English
Division: Customer Care
Assigned Recruiter: deepa.bs@eastvantage.com

Apply for this position

Allowed Type(s): .pdf, .doc, .docx