Job Details

Position: Data Analyst – Customer Verbatim & CSAT
Job Type: Full-time
Location: Mumbai, Maharashtra

Purpose

This role involves analyzing customer verbatim across various channels based on student comments, deriving outcomes and trends, creating presentable data insights, identifying coaching opportunities for counsellors, and developing tangible and measurable action plans for improvement.

Duties & Responsibilities

Scrub raw data for CSAT and customer verbatim.
Analyze data to identify trends and derive insights.
Categorize data based on controllable/non-controllable opportunities, agent performance, tenure, drive, and program.
Create reports showing trends in counsellor performance and top defect trends.
Provide timely feedback and action plans to track improvements.

Qualifications

Graduate in any discipline.

Experience

Minimum 2 to 3 years of work experience in a customer service environment.
Understanding of customer mindset and behavior.

Skills & Abilities

Excellent verbal, written, and interpersonal communication skills.
Strong attention to detail and ability to multitask.
Student-oriented attitude with a focus on customer satisfaction.
High integrity, professionalism, and work ethic.
Strong organizational skills and ability to work independently.
Adaptability and willingness to learn and improve continuously.
Ability to work at a fast pace with minimal supervision.

About NMIMS

Established in 1981 by Shri Vile Parle Kelavani Mandal (SVKM), Narsee Monjee Institute of Management Studies (NMIMS) was created to meet the growing demand for management education. It was declared a deemed-to-be university in 2003 under Section 3 of the UGC Act 1956.

Vision

To be a globally admired University by 2030.

Mission

To emerge as a Centre of Excellence, best in India and Asia, and aspire to be the best in the world by 2030.

With a 40-year legacy, NMIMS has grown into:

One of the top-10 B-schools in India.
A multi-disciplinary, multi-campus University.
Presence in Mumbai, Navi Mumbai, Indore, Shirpur, Dhule, Bengaluru, Hyderabad, and Chandigarh.
17 constituent schools across various disciplines, including Management, Engineering, Pharmacy, Architecture, Commerce, Law, Science, and Liberal Arts.
9 Centres of Excellence.
A community of 17,000+ students and 750+ full-time faculty members, including 10 faculty members with prestigious Fulbright & Humboldt International Scholarships.

The academic excellence, research focus, faculty expertise, and industry linkages at NMIMS have made it one of India's most sought-after educational and research institutions.