Mis/data Analyst

2 weeks ago


Dubai, United Arab Emirates OMB - Etisalat Services Holding Full time

**About the job**:
**Analyze VoC data for all segments, LOBs, and channels including social media and technicians.**

**Ensure accurate collection and efficient interpretation of data.**

**Conduct analysis and identify opportunities to enhance customer experience, liaise with products and channels owners regarding results.**

**Ensure all VoC surveys are real time and following system generated triggers, updating the list of triggers regularly to reflect changes in products, processes, and channels.**

**Preparation of relevant reports for different stakeholders on regular (Daily, weekly, and monthly) and adhoc basis.**

**Continuously improve the effectiveness and efficiency of the research and analysis methodologies, processes, and deliverables**

**Support the needs across consumer and business customer care teams, digital channels, retail and account managers.**

**Manage and support the research agencies & suppliers to ensure the highest quality of data**

**Conduct dipstick research and focus groups as required by commercial and technical teams in coordination with vendors.**

**Auditing VoC results and ensuring their accuracy, contacting the customers upon need.**

**Supporting other units in CX deep dives by providing actionable insights that are linked to customers’ attributes.**

**Conduct manual verbatim analysis and tagging for all etisalat VoC surveys, this involves thousands of row data for product studies and a representative sample from millions of rows for channels and technicians real time surveys.**

**Managing the Qualtrics platform and supporting all e& entities in external surveys using the platform.**

**Managing the CFM platform and access rights in addition to relation with vendor and any needed improvements.**

**Managing and supporting research agencies and suppliers that are responsible for key CX parameters (e.g. Trim, NPS) and CX related dipstick surveys.**

**Qualifications**:
**Bachelor's degree in Marketing research, Business Administration or related fields**

**At least 2 years of experience in Customer research and analysis**

**Knowledgeable in MIS**

**Salary up to AED 5,500 and Family benefits**

**Salary**: AED5,500.00 per month

Application Question(s):

- How many years of MIS / Data Analysis experience do you have?

**Language**:

- Arabic (required)


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