About Group Bayport
Group Bayport Recruitment
Job Role: Customer Insight Specialist
Qualification: Bachelors / Masters Degree
Experience: 0-3 years
Batch: 2025 / 2024 / 2023 / 2022
Salary: up to ₹3-24 LPA
Job Location: Gurugram
Last Date: ASAP
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About the Role:
We are seeking a Customer Insight Specialist with a robust background in Contact Center Customer Quality and process improvement. The ideal candidate will be responsible for analyzing customer insights, identifying patterns, and driving actionable recommendations that enhance customer satisfaction, reduce friction, and improve overall service delivery. This position is an onsite role based in Gurgaon and requires collaboration with Quality, Customer Service, Product, and Process Excellence teams.
Key Responsibilities:
- Execute Voice of Customer programs, ensuring continuous collection, classification, and reporting of customer feedback across all touchpoints (calls, chats, emails, surveys, reviews).
- Work with stakeholders to categorize VOC inputs using frameworks such as 7Ps (Product, Price, People, Process, Policy, Promotion, Platform) or business-specific taxonomies.
- Collaborate with Quality teams to triage complaints and feedback into root causes, linking them with quality metrics and customer pain points.
- Generate monthly customer insights and detailed reports to highlight top concerns, sentiment trends, and process gaps.
- Support CX projects by providing data-driven insights that influence process redesigns, training requirements, or product changes.
- Liaise with NPS, ORM, CSAT, and CES survey owners to correlate feedback with performance metrics.
- Present findings in review forums, ensuring business leaders are informed and aligned on customer improvement opportunities.
Desired Skills and Qualifications:
- 0-3 years of experience in Contact Center Quality, VOC analytics, or CX Insights roles.
- Strong understanding of VOC classification, customer journey mapping, and root cause analysis.
- Proficiency in Excel, PowerPoint, and basic data visualization tools (Power BI, Tableau, etc.).
- Familiarity with tools such as CRM systems, AI GPTs, and feedback tools is advantageous.
- Excellent communication skills to present findings and influence stakeholders.
- Highly analytical with attention to detail, ownership mindset, and ability to work cross-functionally.
What We Offer:
- Opportunity to work on high-impact customer experience projects.
- A collaborative and customer-focused team environment.
- Clear path for career growth in Customer Experience, Process Excellence, and Insights.
How to Apply For Group Bayport In 2025?
Dreaming of an Group Bayport career. Follow these simple steps to apply for their 2025 opportunities:
- Click “Apply Here“: Head straight to the Group Bayport career page using the button below.
- Start Your Application: Hit “Apply“ to begin.
- Register or Login: Create an account if you‘re new, or login if you‘re already registered.
- Complete the Form: Fill in all required details accurately.
- Upload Documents: Submit your resume and any other requested documents.
- Review and Verify: Double–check all information before submitting.
- Submit: Hit submit and take a step closer to your dream career.
Apply Link For Group Bayport – Apply Here
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