The Resolution Rate Analyst plays a critical role in optimizing the efficiency and effectiveness of customer support operations. Working primarily with agents and supervisors, this role is responsible for the analysis, tracking, and improvement of customer support resolution rates across all channels (tickets, issues, or inquiries).
The core objectives are to:
- Improve customer interactions by ensuring the needs of our customers on every interaction.
- Empower Team Leads and Agents with data and insights to improve their performance.
- Support the quality ecosystem by conducting internal monitoring based on daily resolution rate surveys.
- Drive continuous improvement by leveraging observed opportunities and detected issues from monitoring to create and execute targeted initiatives that enhance resolution quality and help us achieve our performance targets.
- Collaborate on initiatives by working closely with Wise Resolution Rate specialists to roll out trainings, workshops, and follow up on Resolution Rate-related actions.
- Ensure timely execution of all Resolution Rate Deep Dives.
Key Activities:
- Conduct root cause analysis on unresolved customer cases to determine underlying systemic issues.
- Continuously track and report on resolution rates, ensuring accurate data collection across all customer service channels (phone, email, chat) for both Consumer & Business LOB.
- Analyze trends and patterns in resolution data, identifying areas of improvement or recurring issues that affect resolution rates.
- Track and report on common customer complaints and issues, working with relevant teams to address recurring problems.
- Create detailed and clear reports on resolution rates, highlighting key findings, areas for improvement, and performance benchmarks.
- Metric Decomposition and Granularity: Filter and analyze Resolution Rate data by monthly granularity , office location, and region levels to identify performance disparities.
- Source of Truth (SOT) Monitoring: Utilize SOT dashboards like Superset (Agent Level & Case Level) to access RR data and monitor performance. Category Key Activities
- Resolution Rate Alignment Monitoring: Monitor the Alignment between Resolution score and the QA Case Resolution Rate to isolate and identify connections or disparities between the two datasets.
