Job Summary
The lead is responsible for helping improve overall Case and Publisherś experience of the program. The person should be able to identify the opportunities of improvement from the samples of audits and share feedback, coach and help drive the CSAT, CX scores to meet the Project targets.
Key Responsibilities
● Document feedback within the Support Quality tool and score the feedback post calibration
- Audit / Review multi-channel customer interactions (Chat, and Case Comments) as per the workflow and Quality framework defined in the SOP
● Metric Dashboards (CSAT, CX) to be checked on a daily basis and update the team on the progress
● Complete all the weekly assigned tasks within their respective deadlines set
● Perform root cause analysis for DSAT, escalations and calibrate with delivery before sharing them with the required parties as per the agreed SLA
● Prioritize the adhoc task requests and share efficient review
● Create decks for to cascade best practices, learnings from escalations, DSATs to help elevate the customer experience
● Check Appealed cases and conduct calibration sessions with the Analyst and PL
● Identify a trend and gaps of the assigned agents and develop / create improvement plans / projects to improve their performance
● Respond to all quality concerns from Google and ensure timely closure of AIs
Skill Requirements
● Minimum of 5 years of experience - Bachelor's degree with equivalent experience in Customer/Technical Support
● Minimum of 3 years of experience with GAM
● Experienced on Digital Ad serving with ability to apply the logics in real time
● Good at researching with inquisitive mindset to get to the root cause of the situation
● SME on Google Ad Manager, Ad Exchange, Youtube, Programmatic
● Basic knowledge of web page designing, HTML, Javascript, DOM elements
● Familiar with ad servers, creative codes, ad tags
● Knowledge of analyzing HTTP requests and responses of web pages, mobile pages and apps
● Ability to multitask, organize and prioritize effectively between multiple tasks to meet deadlines
● Excellent communication, organization, and internal client -facing skills
● Efficient and Effective feedback delivery process based on analyst's tenure & skillset