Serve as a media intelligence specialist focusing on content management customer voice analysis and customer service performance for a global organization. Interpret media and customer interaction data to generate actionable insights that improve service quality. Collaborate across teams in a rotational shift office setting to enhance customer experiences and operational decisions.
Responsibilities
Analyze large volumes of customer interactions across media channels to identify recurring themes emerging issues and improvement opportunities that enhance satisfaction and loyalty.
Manage digital content repositories by organizing tagging and maintaining knowledge articles that enable faster and more accurate responses to customer inquiries.
Monitor customer feedback and sentiment from multiple sources to translate qualitative input into structured insights that guide service process refinements.
Create concise insight reports and dashboards that summarize customer voice trends for operations product and quality teams enabling data informed decision making.
Coordinate closely with customer service teams in rotational shifts to validate findings gather contextual details and ensure that insights reflect real service scenarios.
Optimize knowledge base content by reviewing usage patterns feedback and resolution outcomes to keep articles current relevant and easy to consume.
Develop and maintain categorization frameworks and taxonomies for customer issues and media topics that improve the precision of analysis and reporting.
Collaborate with quality assurance and training functions to convert customer voice insights into improved scripts guidance and service playbooks.
Utilize media listening and content management tools to track flag and escalate critical issues that may impact brand reputation or operational stability.
Support root cause analysis for recurring customer pain points by combining media intelligence operational metrics and frontline feedbac