What are the responsibilities and job description for the NPS Analyst position at Kelly?
Job Description
NPS Process Analyst
Location: Remote (PST hours - Mon-Fri 8:30am-5:30pm PST)
Duration: 3 months ( possible extensions)
Pay Rate: $35
Job Description -
This role will be responsible to coordinate NPS across product, and other relevant cross-functional teams. Share feedback 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.
Duties
• 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
As part of our promise to talent, Kelly supports those who work with us through a variety of benefits, perks, and work-related resources. Kelly offers eligible employees voluntary benefit plans including medical, dental, vision, telemedicine, term life, whole life, accident insurance, critical illness, a legal plan, and short-term disability. As a Kelly employee, you will have access to a retirement savings plan, service bonus and holiday pay plans (earn up to eight paid holidays per benefit year), and a transit spending account. In addition, employees are entitled to earn paid sick leave under the applicable state or local plan. Click here for more information on benefits and perks that may be available to you as a member of the Kelly Talent Community.
Why Kelly ® Technology?
Looking to put your tech expertise to work on today's most intriguing, innovative, and high-visibility projects? By partnering with Kelly Technology, you'll gain direct connections to top companies around the globe. Our team creates expert talent solutions to solve the world's most critical challenges. In a world where change is the only constant, our extensive network of industry relationships and IT market expertise help you take your skills exactly where you want to go. We're here to help you gain experience, make an impact, and grow your tech career.
About Kelly
Work changes everything. And at Kelly, we're obsessed with where it can take you. To us, it's about more than simply accepting your next job opportunity. It's the fuel that powers every next step of your life. It's the ripple effect that changes and improves everything for your family, your community, and the world. Which is why, here at Kelly, we are dedicated to providing you with limitless opportunities to enrich your life-just ask the 300,000 people we employ each year.
Kelly Services is proud to be an Equal Employment Opportunity and Affirmative Action employer. We welcome, value, and embrace diversity at all levels and are committed to building a team that is inclusive of a variety of backgrounds, communities, perspectives, and abilities. At Kelly, we believe that the more inclusive we are, the better services we can provide. Requests for accommodation related to our application process can be directed to Kelly's Human Resource Knowledge Center. Kelly complies with the requirements of California's state and local Fair Chance laws. A conviction does not automatically bar individuals from employment.
Location: Remote (PST hours - Mon-Fri 8:30am-5:30pm PST)
Duration: 3 months ( possible extensions)
Pay Rate: $35
Job Description -
This role will be responsible to coordinate NPS across product, and other relevant cross-functional teams. Share feedback 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.
Duties
• 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
As part of our promise to talent, Kelly supports those who work with us through a variety of benefits, perks, and work-related resources. Kelly offers eligible employees voluntary benefit plans including medical, dental, vision, telemedicine, term life, whole life, accident insurance, critical illness, a legal plan, and short-term disability. As a Kelly employee, you will have access to a retirement savings plan, service bonus and holiday pay plans (earn up to eight paid holidays per benefit year), and a transit spending account. In addition, employees are entitled to earn paid sick leave under the applicable state or local plan. Click here for more information on benefits and perks that may be available to you as a member of the Kelly Talent Community.
Why Kelly ® Technology?
Looking to put your tech expertise to work on today's most intriguing, innovative, and high-visibility projects? By partnering with Kelly Technology, you'll gain direct connections to top companies around the globe. Our team creates expert talent solutions to solve the world's most critical challenges. In a world where change is the only constant, our extensive network of industry relationships and IT market expertise help you take your skills exactly where you want to go. We're here to help you gain experience, make an impact, and grow your tech career.
About Kelly
Work changes everything. And at Kelly, we're obsessed with where it can take you. To us, it's about more than simply accepting your next job opportunity. It's the fuel that powers every next step of your life. It's the ripple effect that changes and improves everything for your family, your community, and the world. Which is why, here at Kelly, we are dedicated to providing you with limitless opportunities to enrich your life-just ask the 300,000 people we employ each year.
Kelly Services is proud to be an Equal Employment Opportunity and Affirmative Action employer. We welcome, value, and embrace diversity at all levels and are committed to building a team that is inclusive of a variety of backgrounds, communities, perspectives, and abilities. At Kelly, we believe that the more inclusive we are, the better services we can provide. Requests for accommodation related to our application process can be directed to Kelly's Human Resource Knowledge Center. Kelly complies with the requirements of California's state and local Fair Chance laws. A conviction does not automatically bar individuals from employment.
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