VOC Specialist

The VOC Specialist will play a key role in gathering, analyzing, and reporting customer feedback to enhance service delivery and customer satisfaction in our Outsourcing/Offshoring operations. This position will work cross-functionally with various teams to implement changes based on insights derived from Voice of the Customer (VOC) data.

• Develop and maintain VOC programs to capture customer feedback across multiple channels.
• Analyze customer feedback data to identify trends, pain points, and areas for improvement.
• Collaborate with operations, quality, and client management teams to ensure feedback is actionable and leads to service enhancements.
• Prepare and present VOC reports to stakeholders, highlighting key findings and recommendations.
• Conduct regular training sessions to educate staff on the importance of customer feedback and best practices for responding to VOC insights.

• Bachelor's degree in Business Administration, Marketing, or a related field.
• 6 months of experience in customer experience, market research, or a related area, preferably in the outsourcing industry.
• Strong analytical skills with the ability to interpret complex data and translate it into actionable insights.
• Proficiency in VOC tools and customer feedback platforms (e.g., Qualtrics, Medallia, SurveyMonkey).
• Excellent communication and presentation skills to engage with stakeholders and deliver findings.

• Social Insurance.
• Medical Insurance.
• Paid Training.
• Loyalty Bonus.
• Half-year bonus.