Job Purpose: 

A Voice of Customer (VoC) Platform Analyst is responsible for managing and optimizing the technology and systems that support the VoC program, along with ensuring that the data quality is controlled and clean. This role involves ensuring that the VoC platform effectively collects, analyzes, and reports customer feedback, thereby enabling the organization to make data-driven decisions to improve customer experience.

Accountabilities (but not limited to):

Platform Management:

• Manage VoC platform operations, maintenance, and performance optimization and vendor Management.

Survey Development:

• Work closely with cross-functional teams, including operations, and customer service, to ensure the VoC platform supports their needs and objectives.
• Create, test, and deploy surveys to capture evolving feedback needs.

Data Integration & Integrity:

• Ensure the accuracy, completeness, and quality of data collected through the VoC platform. Deliver clean data in Excel format by monitoring and managing the integrity of data collection processes.
• Integrate the VoC platform with other systems and data sources, such as CRM systems, customer service platforms, and social media channels.

Technical Support & Vendor Relationship:

• Identify and resolve any technical issues or bugs in the VoC platform, working with the platform vendor or IT department as necessary.
• Relationship with VoC Vendor to ensure system optimization.

Continuous Improvement & Reporting:

• Identify opportunities to enhance the VoC platform’s functionality and effectiveness, staying up to date with industry trends and best practices.
• Create and manage BI reports and dashboards that offer insights into customer feedback and satisfaction metrics.

Competencies – Functional (job specific):

Technical Proficiency: Expertise in VoC platforms and data management tools.

Survey Management: Skilled in survey development and execution.

Data Integrity: Ability to manage and validate clean data.

Troubleshooting: Effective in resolving platform-related issues.

Qualifications: 

• Bachelor’s degree in Technology, Analytics, or Business.
• 2-4 years in platform administration or analytics, or VoC management.
• Proficient in English and Arabic. 
• Expertise in VoC tools (e.g., Medallia, Qualtrics, Sprinklr), data management platforms, and CRM systems, and reporting & visualization tools (Tableau, Power BI).
• Strong analytical, technical, and troubleshooting skills.